Partner Technical Account Manager - OpenShift

Red Hat, Inc. - Remote

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.

Job summary
Red Hat's Global Partner Success team is looking for an experienced, enterprise-level engineer to join us as a Partner Technical Account Manager in North America (NA). In this role, you will work with a small set of key partners to provide direct technical and architectural guidance for Red Hat OpenShift Container Platform. At Red Hat, partner support includes far more than just break-fix solutions. You will help our partners get industry-leading resources that will enable their technical solutions and customer-facing services to run efficiently so that they can focus on growing their businesses. You will provide technical account management, which 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 serve as a point of contact for any major incidents, managing partner expectations and communications through resolution of such incidents. As a Partner Technical Account Manager, you will tailor support for each partner solution, 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 technical support teams to debug, test, and resolve issues. Work location for the role is flexible, as Red Hat has office locations across the U.S. Well-qualified, home-based candidates will also be considered. Successful applicants must reside in a state where Red Hat is registered to do business.

Primary job responsibilities
Develop relationships with key stakeholders and become an expert on a partner solutions by understanding their business goals and priorities
Perform technical reviews; share knowledge to proactively identify issues
Forewarn partners of technology changes or disruptions to their services; advise them on mitigation strategies
Provide guidance to partners on Red Hat’s offerings
Troubleshoot technical issues and guide issue escalation with Red Hat’s partner and customer teams
Complete analyses and present periodic reviews of operational performance
Manage partner use cases; maintain clear and concise case documentation
Create partner engagement plans and keep documentation of partner solutions relevant
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 for specific technical 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
Required skills
5-7 years of experience working in a technical support, development, engineering, or quality assurance (QA) organization
Expertise in enterprise cloud solutions like Platform-as-a-Service (including Red Hat OpenShift), containers, Kubernetes, cloud management, and IT automation
Ability to manage and grow existing enterprise partner relationships by delivering proactive, relationship-based support
Outstanding written and verbal communication skills; ability to convey complex information to partners clearly and concisely
Competent comprehension of enterprise architecture and strategic business drivers
Ability to manage multiple issues and projects with an eye for detail

The following are considered a plus:
Experience working in DevOps environments
Software engineering background; experience with RPM-based Linux and Java technologies
Experience deploying applications in cloud environments and developing containerized applications
Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts
Familiarity with source code management tools like Git or Apache Subversion (SVN)
Experience with system management, cloud, or server virtualization
Red Hat Certified Engineer (RHCE) certification
Prior experience working in a technical leadership or mentorship role
Experience with training and presentation delivery
Bachelor's degree in a technology-related discipline, preferably computer science or engineering

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