Technical Account Manager, OpenShift - Remote, Germany (m/f/d)

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Requirements:

• Deep technical knowledge of core IT technologies including DNS, DHCP, storage, networking, Linux kernel namespaces, CGroups, SELinux, containerization, and virtualization
• Knowledge of application development (microservices architecture), application troubleshooting, debugging, and tuning
• Excellent understanding of software development practices and continuous integration (CI) and continuous delivery (CD) pipelines
• A combination of technical and customer-facing skills and the desire to embrace and develop both
• Prior professional experience in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills
• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
• Growth mindset and willingness to learn (As a part of your onboarding process and further development process, you are expected to attend specific technology certifications such as RHCE/OCP/OSP/Ansible.)
• Excellent verbal and written communication skills in both German and English; ability to explain complex information, such as aligning Red Hat’s offerings to customer needs or use cases, to customers in straightforward terms
• Effective collaboration skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency

Responsibilities:

• Become a Red Hat technical ambassador, working closely with a small number of customers using Red Hat OpenShift; develop relationships with key business and IT stakeholders, including customer managers and technical associates
• Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers of technology changes, mitigation strategies, and potential disruptions to their service
• Conduct technical investigations of customer issues to find the root causes and solutions on your own or through collaboration with fellow Red Hatters and customer teams
• Provide advice and guidance to customers about their current and future use of Red Hat’s offerings
• Perform technical reviews and share knowledge to identify and prevent issues proactively
• Manage customer cases and maintain clear and concise case and customer documentation; create customer engagement plans
• Handle customer escalations with Red Hat and customer teams
• Engage with Red Hat’s engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide product adoption
• Analyze and present periodic reviews of operational performance to customer leadership
• Deliver training and presentations to customer associates
• Travel, as necessary, to visit customers or attend internal events
• Collaborate with third-party hardware and software vendors
• Support customers implementing automated and containerized cloud application platform solutions
• Stay up to date on technology changes related to container orchestration, runtimes, cloud-native technologies, and development practices
• Promote platform adoption within customer teams