Technical Account Manager - Middleware

Job Description

Technical Account Manager - MiddlewarePosting Location : Location IT-RemotePosting date 2 days ago(1/20/2022 6:01 AM)Job ID 92655 Workday ID R-019562 About the job The Red Hat Customer Experience and Engagement (CEE) team is looking for a Technical Account Manager to join us remotely in Italy. In this role, you will provide personalized, attentive support and mentorship and build high-value relationships with a small set of enterprise customers as you try to understand their IT infrastructures, internal processes, and business needs. You will ensure that our customers receive access to solutions that will enable their technical environments to run efficiently. As a Technical Account Manager, you will work closely with internal associates like support delivery, engineering, and product management teams depending on customer environments and needs and you ll facilitate cooperation with their other vendors and advocate on their behalf. You will build up, maintain, and grow long-lasting loyalty between Red Hat and our customers. You will have the opportunity to shape the future of our technology along with subject matter experts and developers in the open source community. What you will do
• Become a technical ambassador, working closely with a small number of customers using Red Hat platform offerings like Red Hat Enterprise Linux (RHEL), Red Hat Satellite, Red Hat Virtualization, etc.; develop relationships with key business and IT stakeholders, including customer managers and technical associates
• Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service
• Conduct technical investigations of customer issues to find root causes and solutions on your own or through cooperation with fellow Red Hat s associate and customer teams
• Provide advice and guidance to customers about their current and future use of Red Hat s offerings
• Perform technical reviews and share findings to proactively identify and prevent issues
• Manage customer cases and maintain clear and concise case and customer documentation; create customer engagement plans
• Handle customer escalations with Red Hat and customer teams
• Build a sense of trust with customers and serve as their advocate within Red Hat
• Engage with Red Hat s engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide the adoption of our offerings
• Analyze and present periodic reviews of operational performance to customer leadership
• Deliver trainings and presentations to customer associates
• Travel, as necessary, to visit customers or attend internal events, following Red Hat s COVID-19 guidelines
• Cooperate with third-party hardware and software vendors
What you will bring
• Technical and customer-facing skills and desire to develop both
• Prior professional experience working in a support, development, engineering, or quality assurance (QA) team; technical and communication skills
• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
• Growth mindset and willingness to learn
• Excellent written and verbal communication skills in English and Italian; ability to explain complex information, like aligning Red Hats offerings with customer needs or use cases, in straightforward terms
• Effective cooperation skills for working with internal and external associates; ability to manage internal and external communications and prioritize tasks according to their importance or urgency
• Knowledge of the JEE platform
• Professional Java coding and development experience
• Experience analyzing and troubleshooting large-scale Java application issues through configuration, log analysis, thread stack and heap dump analysis, and Java memory (JVM) analysis; ability to set up an action plan based on gained data
• Practical experience with Java middleware technologies and offerings like application servers, messaging, integration, business automation, etc.
#LI-REMOTE About Red Hat Red Hat is the world s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.OptionsApplyApplyShareSorry the Share function is not working properly at this moment. Please refresh the page and try again later.Share on your newsfeedRed 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.Read our complete Statement of Commitment to Diversity, Equity, and InclusionRed 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.,

Keyskills :
slaaccount managementlog analysishybrid cloudproduct management