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Red Hat's Global Partner Engagement team is looking for an experienced, enterprise-level engineer to join us as an OpenShift Technical Account Manager (TAM) in EMEA. In this role, you will work with a small set of key partners to provide hands-on technical and architectural guidance for the Red Hat infrastructure portfolio (https://www.redhat.com/en/technologies/it-infrastructure) .

At Red Hat, partner support includes far more than just “break-fix” solutions. Partners get industry-leading resources that enable their technical solutions and customer-facing services to run efficiently, so they can focus on growing their businesses. Technical account management is a premium support offering that builds, maintains, and grows long-lasting loyalty between Red Hat and our partners. You will forge relationships with your partners, developing a deep technical understanding of their Red Hat implementation, share technical best practices and act as point of contact for any major incidents, managing the partner’s expectations and communications through resolution of such incidents. You will tailor support for each partner's solutions, work closely with the extended virtual account team and advocate on their behalf.

At the same time, you'll work closely with our Engineering, Research and Development, Product Management, and Global Support teams to debug, test, and resolve issues. The ideal TAM is a team player, enjoys working hard, exhibits technical and business acumen, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently.

What you will do

• Develop relationships with key business and IT stakeholders and become an expert on a partner’s solutions by understanding their top business goals and priorities.

• Perform technical reviews and share knowledge to proactively identify and prevent issues

• Forewarn partners of technology changes or potential disruptions to their service and advise on mitigation strategies

• Provide advice and guidance to partners about current and future Red Hat products

• Troubleshoot technical issues and drive issue escalation with Red Hat, partner and customer teams

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

• Manage partner use cases and maintain clear and concise case documentation

• Create partner engagement plans and keep documentation relevant to a partner's solution updated

• Manage and grow partner relationships by delivering attentive, relationship-based support

• Build a sense of trust with partners 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

• Collaborate with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues

• Travel, as necessary, to visit partners and attend events within the region

What you will bring

• Intensive experience in a support, development, engineering, or quality assurance organization

• Ability to manage and grow existing enterprise partner relationships by delivering proactive, relationship-based support

• Outstanding verbal and written communication skills; ability to convey complex information to partners clearly and concisely

• Competent comprehension of enterprise architecture and strategic business drivers

• Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift by Red Hat), containers, Kubernetes, cloud management (Red Hat CloudForms), and IT automation (Ansible by Red Hat)

• Ability to manage multiple issues and projects with an eye for detail

• Direct experience with a variety of hardware (or partner) vendors

• Experience with training and presentation delivery

• Excellent English communication skills

• Experience in system management, cloud or server virtualization, DevOps environments

• Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts and with source code management tools like Git or SVN is a plus

About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/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.

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.

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