Technical Account Manager - Platform, Ansible - (remote, France) - Remote Eligible

Technical Account Manager (TAM) in France

Red Hat's Technical Services team is looking for an experienced, enterprise-level engineer to join us as Technical Account Manager (TAM) in France.

In this role, you'll work with a small set of key customers to provide hands-on technical and architectural guidance for the Red Hat Ansible Automation Platform and RHEL related topics.

At Red Hat, customer support includes far more than just "break-fix" solutions. Customers get industry-leading resources that enable their technical environments to run efficiently, so they can focus on growing their businesses.

Technical account management is a premium offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. You will forge relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices and act as point of contact for any major incidents, managing the customer's expectations and communications through resolution of such incidents. You will tailor support for each customer's environment, facilitate collaboration with their other vendors and advocate on their behalf. At the same time, you'll work closely with our Engineering, Research and Development, Product Management, and Global Support teams to debug, test, and resolve issues. The ideal TAM is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently.

What You Will Do:

• Support enterprise customers implementing Red Hat Ansible and Platforms related products.
• Serve as the primary customer advocate within Red Hat, facilitating communication and collaboration across teams
• Deliver Red Hat portfolio roadmap updates and assist customers with product upgrades and implementation
• Rapidly learn and stay current with new technologies, including container orchestration, registries, build strategies, microservices, and automation environments
• Perform technical reviews to proactively identify and prevent issues, sharing knowledge across teams
• Gain a comprehensive understanding of the customer's technical infrastructures, environments, hardware, and product usage
• Investigate and respond to support requests via various channels, including online, phone, video call, chat, etc.
• Provide strategic advice and guidance on current and future Red Hat products and solutions
• Manage customer cases, maintaining clear and concise documentation
• Collaborate with engineering, R&D, product management, and technical support teams
• Create and maintain technical documentation for issue resolution and knowledge sharing
• Manage and grow customer relationships through attentive, relationship-based support
• Visit customer sites as needed and ensure exceptional service experience

What You Will Bring:

• Experience in a technical support, software development or engineering, or quality assurance organization
• Extensive technical knowledge of Red Hat Ansible Automated Platform and similar automation technologies, including Chef, Puppet, SaltStack, etc; broad knowledge of automation practices and principles
• Experience with Enterprise Linux environments
• Experience with configuration management, application deployment, and infrastructure orchestration technologies
• Ability to manage and grow existing customer relationships by delivering proactive, relationship-based support
• Ability to convey complex information to customers clearly and concisely
• Ability to manage multiple issues and projects
• Software engineering background; experience with RPM-based Linux technologies
• Ability to collaborate effectively in an English speaking environment
• Existing or previous security clearance or a willingness to undertake clearance procedures.

The following is a plus:

• Bachelor's degree in a technology-related discipline is preferred
• Experience with Linux system administration, preferably Red Hat Enterprise Linux (RHEL) or a derivative is preferred
• Experience working in Virtualization environments preferred
• Experience with container technologies such as Docker, Podman, and Kubernetes preferred
• Experience deploying applications in cloud environments and developing containerized applications a plus
• Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts preferred
• Familiarity with source code management tools like Git or Apache Subversion (SVN) a plus