Senior Technical Account Manager

2 weeks ago

مصر, Egypt Red Hat Software Full time

About the job:
The Red Hat Customer Success team for Europe, the Middle East, and Africa (EMEA) is looking for a Senior Technical Account Manager, Platform to join us in Cairo, Egypt. 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.

What you will do:

- Become a Red Hat technical ambassador, working closely with a small number of customers using Red Hat Enterprise Linux (RHEL) platform; 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 collaboration with fellow Red Hatters 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 knowledge 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
- Engage with Red Hat’s engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide product adoption
- 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
- Collaborate with third-party hardware and software vendors

What you will bring:

- Combination of technical and customer-facing skills and the desire to embrace and develop both
- Prior professional experience in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills
- Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
- Growth mindset and willingness to learn; as part of your onboarding and further development process, you are expected to obtain specific technology certifications like Red Hat Certified Engineer (RHCE), OpenShift Certified Professional (OCP), OpenStack Platform certification (OSP), and Ansible
- Excellent verbal and written communication skills in English; ability to explain complex information, like aligning Red Hat’s offerings to customer needs or use cases, in straightforward terms
- Effective collaboration skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency
- Excellent understanding of the Linux kernel, shells, the network stack, and Linux file systems
- Experience with IT automation platforms like Red Hat Ansible Automation Platform and their concepts
- Knowledge of virtualization technologies and their concepts
- Knowledge of system management and content management concepts

LI-SS1

About Red Hat:

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