Senior Technical Account Manager

2 weeks ago

Sydney, New South Wales, Australia Red Hat, Inc. Full time
About the Role

We are seeking an experienced Technical Account Manager to join our team at Red Hat, Inc. in Sydney, Australia. As a Technical Account Manager, you will be responsible for building and maintaining strong relationships with our enterprise customers, providing technical guidance and support to ensure their success with our OpenShift Container Platform.

Key Responsibilities
  • Develop and maintain relationships with key business and IT stakeholders to understand their top business goals and priorities.
  • Perform technical reviews and share knowledge to proactively identify and prevent issues, providing best-practice advice for long-term supportability.
  • Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.
  • Provide best-practice advice and guidance to customers about their current and future Red Hat products.
  • Troubleshoot technical issues and drive 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/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 (SME) 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.
Requirements
  • At least 5+ years experience 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 strategic 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 interface with various levels of stakeholders up to C-level.
Preferred Qualifications
  • 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 Dev Ops environments.
  • Software engineering background; experience with RPM-based Linux and Java technologies.
  • Experience deploying applications in cloud environments.
  • Experience developing containerized applications.
  • Hands-on experience with Java middleware technologies like Red Hat JBoss EAP, Red Hat JBoss Fuse, Web Sphere, and Web Logic.
  • Knowledge of JEE platform and experience working on large-scale enterprise Java projects is preferred.
  • Working knowledge of SAP HANA.
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. Our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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) 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. #J-18808-Ljbffr

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