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RedHat Technical Account Manager - Middleware in Grasbrunn, Germany

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 Global Support Services (GSS) team is looking for an experienced support engineer to join us as a Technical Account Manager for our enterprise customers in Munich, Germany. Unlike most software companies, we don't sell software licenses or pay-per-incident support. 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 that they can focus on growing their businesses. Technical account management is a premium support offering that builds, maintains, and grows long-lasting loyalty between Red Hat and our customers. As a Technical Account Manager, you'll provide personalized, proactive support and guidance, cultivating 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 proactively identify and prevent issues

  • Gain an understanding of customer technical infrastructure, hardware, and offerings

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

  • Deliver key Red Hat Middleware portfolio roadmap updates and assist customers with upgrades of offerings

  • Manage customer cases and maintain clear and concise case documentation

  • Serve as the customer advocate within Red Hat

  • Collaborate with the Engineering, Research and Development, Product Management, and Technical Support teams

  • Travel as necessary to visit customers

Required skills

  • 5+ years of professional Java coding skills, honed through extensive commercial experience

  • Bachelor's degree in a technology-related discipline; computer science or engineering is a plus

  • Extensive knowledge of the JEE platform

  • Practical experience with Java application platform and application server technologies like JBoss, WebSphere, and WebLogic

  • Solid understanding of Java programming APIs and popular Java frameworks

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

  • Proven ability and willingness to learn new open source middleware technologies

  • Ability to manage multiple issues and projects while maintaining a high level of detail

  • Ability to effectively manage and grow existing enterprise customer and partner relationships by delivering best-in-class support

  • Outstanding verbal and written communication skills

  • Ability to convey information to customers in a clear and concise manner

  • Fluency in German language is a must

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, 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.

Job ID 71180

Category Technical Support

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