The Red Hat Services team is seeking an experienced and highly skilled Technical Account Manager (TAM) in Canberra. In this role, you'll work with a small set of key customers to provide practical technical and architectural guidance for the Red Hat OpenShift Platform and Red Hat Enterprise Linux. You will build relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices for long-term supportability, act as point of contact for any major incidents, and manage the customer’s expectations and communication through resolution of such incidents. You will tailor the support experience for each customer's environment, facilitate collaboration with their other vendors, and advocate on their behalf. At the same time, you'll work closely with our Engineering, Research and Development, Product Management, and Global Support Delivery teams to debug, test, and resolve issues. You must be a team focused person who enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly, and uses their time efficiently.

What you will do:

Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities

Perform technical reviews and share knowledge to proactively identify and prevent issues and provide best-practice advice for their long-term supportability

Forewarn customers of technology changes or potential disruptions to their service and then advise on mitigation strategies

Provide best practice advice and guidance to customers about their current and future Red Hat products

Troubleshoot technical issues and manage issue resolution with Red Hat support and customer teams

Complete analysis and present periodic reviews of operational performance to customer leadership

Manage customer support cases and maintain clear and concise case documentation

Create customer engagement and success plans and keep the documentation on the customer's environment updated

Manage and grow customer relationships by delivering attentive, relationship-based support

Build trust with customers and serve as their advocate within Red Hat

Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a subject matter expert and mentor for specific technical or process areas

Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues

Travel, as necessary, to visit customers and attend events within the region, following Red Hat’s COVID-19 guidelines

What you will bring:

5+ years of experience working in an application support, development, engineering, or quality assurance organization

Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support

Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely

Competent comprehension of enterprise architecture and key business drivers

Ability to manage multiple issues and projects with an eye for detail

Direct experience with a variety of hardware and software vendors

Ability to manage and cooperate with various levels of stakeholders up to C-level

Security clearance requirement minimum NV1 level. 

The following are considered a plus:

Experience in system management, application development, cloud or server virtualization, solutions architecture

Bachelor's degree in a technology-related discipline, preferably computer science or engineering

Red Hat Certified Engineer (RHCE)

Prior experience in a technical coaching or mentorship role

Experience with training and presentation delivery

Experience working in DevOps environments

Software engineering background; experience with RPM-based Linux and Java technologies

Experience deploying applications in cloud environments

Experience developing containerized applications

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About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
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