At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-
performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services.
Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
Help us build, maintain, and grow long-lasting loyalty between Red Hat and our customers. The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced support engineer with Russian and English to join us as a Technical Account Manager in Brno, Czech Republic.
In this role, you will not sell software licenses or pay-per-incident support, but instead help our customers get industry-
leading resources that will enable their technical environments to run efficiently so that they can focus on growing their businesses.
You'll provide personalized, proactive support and guidance and cultivate meaningful relationships with our customers as you seek to understand their IT infrastructures, internal processes, and business needs.
As a Technical Account Manager, you will tailor support for the Russian market customers, facilitate partnerships with their other vendors, and advocate on their behalf.
At the same time, you'll work closely with our Engineering, R&D, Product Management, and Global Support teams to debug, test, and resolve issues.
Primary job responsibilities
Perform technical reviews and share knowledge to proactively identify and prevent issues
Understand your customers' technical infrastructures, hardware, processes, and offerings
Perform initial or secondary investigations and respond to online and phone support requests
Deliver key portfolio updates and assist customers with upgrades
Manage customer cases and maintain clear and concise case documentation
Create customer engagement plans and keep the documentation on customer environments updated
Ensure high level of customer satisfaction with each qualified engagement through the complete adoption of the life cycle of our offerings
Engage with Red Hat's field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-
term enterprise success
Communicate how specific Red Hat’s cloud solutions and our cloud roadmaps align to customer use cases
Capture Red Hat’s product capabilities and identify gaps related to customer use cases through a closed loop process for each step of the engagement life cycle
Engage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoption
Establish and maintain knowledge of Red Hat’s cloud technologies strategy
Contribute internally to the team and Red Hat, 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
Travel to visit customers, partners, conferences, and other events as needed
5+ years of Linux system administration experience
Advanced technical knowledge of the Red Hat OpenStack Platform and its components
Experience in a support, development, engineering, or quality assurance organization
Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
Advanced technical knowledge of the Linux filesystem and Linux kernel
Direct experience with a variety of hardware vendors
Understanding of enterprise-class applications like Oracle, Veritas, and SAP
Excellent written and verbal communication skills in English and Russian
The following are considered a plus :
Bachelor's degree in a technology-related discipline
Red Hat Certified Engineer (RHCE) certification
Experience with presentation training and delivery
Russian security clearance
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, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.