Technical Account Manager - OpenShift (South Africa) at Red Hat

About the job:

The Red Hat Technical Account Management team is looking for an OpenShift Technical Account Manager to join us in the Republic of South Africa. In this role, you will work with a small set of key enterprise customers to provide architectural guidance and implementation advice for the Red Hat OpenShift Container Platform to meet their business needs. You will work closely with customers, gain an understanding of their IT infrastructure, internal processes, and help identify relevant trends throughout the industry. This is not a sales role. As an Openshift Technical Account Manager, you will provide a level of engagement that builds, maintains, and grows long-lasting customer loyalty by tailoring premium technical support to customer environments, facilitating collaboration with other vendors, and advocating on their behalf.

What you will do:

• Support enterprise customers implementing automated and containerized cloud application platform solutions
• Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Gain understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat
• Collaborate with the engineering, R&D, product management, and technical support teams
• Create documentation regarding customer issues and technical details on how to resolve them
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Deliver key portfolio updates and assist customers with product upgrades
• Create customer engagement plans and keep the documentation on the customer's environment updated
• 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 our cloud roadmap aligns to customer use cases
• Capture Red Hat product capabilities and identify gaps as related to customer use cases through a closed loop process for each step of engagement lifecycle
• Engage with Red Hat’s product engineering teams to help develop solution patterns, based on customer engagements, as well as personal experience, that drive platform adoption
• Establish and maintain parity with Red Hat cloud technologies strategy
• 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

What you will bring:

• 5+ years of experience in a support, development, engineering, IT, or quality assurance (QA) organization
• Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift by Red Hat), containers, Kubernetes, and IT automation
• Competent comprehension of enterprise architecture and strategic business drivers
• Ability to manage multiple issues and projects with shifting priorities and timelines
• Outstanding written and verbal communication skills; ability to convey complex information to customers both clearly and concisely
• Ability to travel for customer visits and events within the region

The following are considered a plus:

• Bachelor's degree or equivalent in a technology-related discipline, ideally computer science or engineering
• Experience working in DevOps environments
• Software engineering background; experience with RPM-based Linux and Java technologies
• Experience deploying applications in cloud environments
• Experience developing containerized applications
• Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts
• Familiarity with source code management tools like Git or SVN
• Prior experience in a technical leadership or mentorship role