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RedHat Technical Account Manager with Dutch in Amsterdam, Netherlands

Company Description

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

The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced support engineer to join us as a Technical Account Manager in Amsterdam, Netherlands. Unlike most software companies, we don't sell software licenses or pay-per-incident support. In this role, you’ll help us get our modern resources to our customers that enable their technical environments to run efficiently, so they can focus on growing their businesses. You will join a premium support offering that builds, maintains, and grows long-lasting loyalty between Red Hat and our customers. As a Senior Technical Account Manager, you'll provide personalized, active support and guidance that cultivates meaningful relationships with our customers, as you seek to understand their IT infrastructures, internal processes, and business needs. You will tailor support for each customer 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 (R&D), Product Management, and Global Support teams to debug, test, and resolve issues.

Primary job responsibilities

  • Perform technical reviews and share knowledge to actively identify and prevent issues

  • Understand the technical infrastructure, hardware, processes, and products of your customers

  • Perform initial or secondary investigations and respond to online and phone support requests

  • Deliver key portfolio updates and assist customers with product upgrades

  • Manage customer cases and maintain clear and concise case documentation

  • Create customer engagement plans and keep the documentation on customer environments updated

  • Ensure a high level of customer satisfaction with each qualified engagement through the complete solution adoption life cycle

  • 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 align to customer use cases

  • Capture the capabilities of Red Hat's offerings and identify gaps related to customer use cases through a closed loop process for each step of engagement life cycle

  • 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

  • Travel, as necessary, to visit customers, partners, conferences, and other events

Required skills

  • 5+ years of Linux system administration experience or as a developer on Linux

  • Advanced technical knowledge of Red Hat OpenShift technologies like Kubernetes and containers, or Docker

  • Advanced knowledge of developer tools and processes

  • Experience working in a support, development, engineering, or quality assurance (QA) organization

  • Ability to manage and grow existing enterprise customer relationships by delivering active, relationship-based support

  • Advanced technical knowledge of the Linux file system and the Linux kernel

  • Practical experience with a variety of hardware vendors

  • Understanding of enterprise-class applications like Oracle, Veritas, and SAP

  • Excellent written and verbal communication skills in English

  • Experience with training and presentation delivery is a plus

  • Bachelor's degree in a technology-related discipline is a plus

  • Fluent in Dutch

Red 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, uniformed services, 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.

Job ID 60561

Category Technical Support