Technical Account Manager - Openshift- (Remote, Dubai)

Role Overview

Technical Account Manager - OpenShift (Remote, Dubai) at Red Hat. This is a premium support role within Red Hat's Technical Services team, working with enterprise-level customers on the Red Hat OpenShift Container Platform.

Company Overview

Red Hat is the world's leading provider of enterprise open source software solutions. The company delivers high-performing Linux, cloud, container, and Kubernetes technologies using a community-powered approach. Red Hat operates across 40+ countries with flexible work environments. The organization is built on open source principles of transparency, collaboration, and inclusion.

Role Purpose

To build and maintain long-lasting customer loyalty by providing hands-on technical and architectural guidance to a select set of key enterprise customers. This role goes beyond break-fix support to enable customers' technical environments to run efficiently so they can focus on growing their businesses.

Key Responsibilities

Customer Relationship & Stakeholder Management

• Develop relationships with key business and IT stakeholders at customer organizations.
• Become an expert on each customer's implementation by understanding their top business goals and priorities.
• Manage and grow customer relationships by delivering attentive, relationship-based support.
• Build a sense of trust with customers and serve as their advocate within Red Hat.
• Create customer engagement plans and maintain updated documentation on the customer's environment.
• Act as the point of contact for any major incidents, managing customer expectations and communications through resolution.
• Tailor support for each customer's environment.

Technical Guidance & Expertise

• Perform technical reviews and share knowledge to proactively identify and prevent issues.
• Provide advice and guidance to customers about their current and future Red Hat products.
• Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.
• Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms.
• Establish and maintain parity with Red Hat cloud technologies strategy.

Issue Management & Troubleshooting

• Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams.
• Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues.
• Manage customer use cases and maintain clear and concise case documentation.

Performance & Analytics

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

Internal Collaboration & Knowledge Sharing

• Contribute internally to the Red Hat team and share knowledge and best practices with team members.
• Contribute to internal projects and initiatives.
• Serve as a Subject Matter Expert (SME) and mentor for specific technical or process areas.
• Engage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that drive platform adoption.

Field & Customer Engagement

• 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 cloud solutions and the cloud roadmap align to customer use cases.
• Facilitate collaboration with customers' other vendors.
• Travel, as necessary, to visit customers and attend events within the region.

Qualifications & Experience

• 5 years of experience in a support, development, engineering, or quality assurance organization.
• Expertise with enterprise cloud solutions including Platform-as-a-Service (OpenShift by Red Hat), containers, and Kubernetes.
• Expertise with cloud management (Red Hat CloudForms) and IT automation (Ansible Automation Platform by Red Hat).
• Direct experience with a variety of hardware vendors.

Preferred Qualifications

• Bachelor's degree in a technology-related discipline, preferably computer science or engineering.
• Red Hat Certified Engineer (RHCE) certification.
• Prior experience in a technical leadership or mentorship role.
• Experience in system management, cloud or server virtualization.
• Experience with training and presentation delivery.

Skills & Competencies

• 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.
• Team player mentality with professionalism and dedication to meeting and exceeding expectations.
• Excellent collaboration skills.
• Ability to learn new technologies quickly.
• Efficient use of time.
• Verbal and written communication skills in French (considered a plus).

Additional Information

• This is a remote position based in Dubai.
• Travel is required, as necessary, to visit customers and attend events within the region.
• Red Hat is an equal opportunity employer and affirmative action employer.
• Red Hat provides reasonable accommodations to job applicants with disabilities.
• Red Hat does not accept unsolicited resumes or CVs from recruitment agencies and is not responsible for fees or commissions related to unsolicited submissions except as required in a written contract.