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Technical Account Manager

Location Mumbai, India
Posted 09-September-2021
Description
Job summary The Red Hat Focused Solutions team is looking for an experienced, enterprise-level engineer to join us as a Technical Account Manager in Mumbai, India. In this role, you will partner with telecommunications customers to provide practical, technical, and architectural guidance for the Red Hat OpenStack Platform. At Red Hat, customer technical support includes far more than just break-fix solutions. Youll help our customers get industry-leading resources that will enable their technical environments to run efficiently, so they can focus on growing their business. Technical account management is a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. As a Technical Account Manager, you will provide personalized support and guidance, cultivating meaningful relationships with our customers as you seek to understand their IT infrastructures, internal processes, and business needs. You will tailor support for each customers environment, facilitate collaboration with their other vendors, and advocate on their behalf. At the same time, youll work closely with our engineering, research and development, product management, and enterprise technical support teams to debug, test, and resolve issues quickly and effectively.


Primary job responsibilities Perform technical reviews and share knowledge to identify and prevent issues
Gain an understanding of customer technical infrastructures and environments, hardware, and offerings
Partner closely with Red Hats engineering, product management, and technical support teams to debug, test, and resolve issues
Perform initial or secondary investigations and respond to online and phone support requests
Support enterprise customers implementing automated and containerized cloud application platform solutions
Establish and maintain parity with Red Hats cloud technologies strategy
Engage with Red Hats solutions engineering teams to help develop solutions patterns based on customer engagements, as well as personal experience, to promote platform adoption
Engage with Red Hats 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 Hats cloud solutions and our cloud roadmap align with customer use cases
Deliver key portfolio updates and help our customers successfully implement upgrades
Manage customer use cases and maintain clear and concise case documentation
Create customer engagement plans and keep the documentation on the customer environments updated
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
Regularly contribute to the Red Hat knowledge base and share best practices with your peers and colleagues
Participate in internal projects and initiatives and serve as a subject matter expert and mentor for specific technical or process areas
Travel, as necessary, to visit customers and attend events within the region, following Red Hats COVID-19 guidelines


Required skills 5years of experience working in a support, development, engineering, or quality assurance (QA) organization
Advanced technical knowledge of Red Hat OpenStack Platform and its components
Advanced technical knowledge of the Linux file system and the Linux kernel
Understanding of the telco network landscape, including high-level knowledge of common network functions like Virtual Evolved Packet Core (vEPC), IMS, etc., and the advantages of the network functions virtualization (NFV) infrastructure
Ability to manage and grow existing enterprise customer relationships by delivering relationship-based support
Outstanding written and verbal communication skills; ability to explain complex information to customers clearly and concisely
Competent comprehension of enterprise architecture and strategic business drivers
Ability to manage multiple issues and projects with a focus on detail
Direct experience with a variety of hardware vendors
Experience
Min 5 to 8 Years.

 
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