Technical Account Manager

The Red Hat services team is looking for an experienced System administrator engineer to join us as a Technical Account Manager. In this role, you will provide adoption guidance, implementation of good practices and supportable insights to customers for the Red Hat OpenShift and Infrastructure solutions portfolio.

Technical Account Managers (TAMs) are highly technical and experienced engineers who work with customers on their strategic needs and mission-critical environments. As part of the services organization, the TAM works on behalf of the customer as their advocate with engineering. TAM works proactively to prevent incidents. When a problem occurs, the TAM will work with the customer to resolve the incident by coordinating efforts within Red Hat.

TAM aims to support the development, deployment, and support teams, ensuring that the best practices for configuration, tuning, and use of Red Hat products are applied.

You will act proactively, with a critical eye on the customer environment providing information and insights to facilitate the adoption of the technologies, keeping the environment supported, understanding customer objectives and priorities increasing customer loyalty, understanding IT infrastructure, internal processes and business needs, facilitating collaboration with other vendors and advocating for customers.

What you will do:

• Conduct regular technical reviews of customer infrastructure, hardware, and environments to proactively identify, prevent, and mitigate potential technical risks.
• Deliver technical advice and guidance to optimize performance across current and future Red Hat products.
• Develop and support solutions for complex technical challenges, serving as an escalation point.
• Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve customer issues.
• Manage customer use cases with clear, concise, and thorough case documentation.
• Capture and share learnings, technical reviews, and case outcomes through defined knowledge management processes, best practices, and internal training materials.
• Serve as the customer's primary technical advocate within Red Hat.
• Conduct regular account reviews with customers and internal stakeholders to align on goals and environment status.
• Work on-site and connect directly to customer systems as required.
• Maintain deep technical expertise across assigned Red Hat products and customer technical environments.
• Serve as a technical mentor for junior team members.

What you will bring:

• 3+ years of Linux or UNIX system administration experience
• Prior experience in a support, development, engineering, or quality assurance organization
• Technical knowledge of the Linux kernel and Linux file system
• 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
• Ability to manage multiple issues and projects with an eye for detail
• Hands-on experience with a variety of hardware vendors

The following are considered a plus:

• Bachelor's degree or equivalent in a technology-related discipline, ideally computer science or engineering
• Professional background in software engineering, specifically with RPM-based Linux and Java technologies
• Hands-on experience with Red Hat products, such as OpenShift and Ansible
• Experience working within DevOps environments, including deployment in cloud infrastructures and development of containerized applications
• Experience in system management, cloud, or server virtualization
• Solid comprehension of Continuous Integration and Continuous Delivery (CI/CD) concepts alongside source code management tools such as Git or SVN
• Prior experience in a technical leadership or mentorship role
• Active Red Hat Certified Engineer (RHCE) certification
• Active US security clearance
• Experience working within the public sector

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

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.

Benefits
●    Comprehensive medical, dental, and vision coverage
●    Flexible Spending Account - healthcare and dependent care
●    Health Savings Account - high deductible medical plan
●    Retirement 401(k) with employer match
●    Paid time off and holidays
●    Paid parental leave plans for all new parents
●    Leave benefits including disability, paid family medical leave, and paid military leave
●    Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more! 

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States. 

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 different 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 that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.