Technical Account Manager
hace 6 meses
About the job:
Red Hat's Customer Success and Services team is looking for an experienced, enterprise-level engineer to join us as an Middleware Technical Account Manager in Colombia.
Work closely with customers, gain an understanding of their IT infrastructure, internal processes, and business needs, and help identify relevant trends throughout the industry.
In this role, you will work with a small set of key enterprise customers to provide architectural guidance and implementation advice for the Red Hat Middleware stack to meet their business needs.
This is not a sales role. You'll be a dedicated customer engagement associate and a member of the Red Hat Engineering and Services teams.
As Middleware Technical Account Manager, you will provide a premium level of engagement that builds, maintains, and grows long-lasting customer loyalty by tailoring technical support to customer environments, facilitating collaboration with other vendors, and advocating on their behalf.
What you will do:Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platformsPerform technical reviews and share knowledge to proactively identify and prevent issuesGain understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate within Red HatCollaborate with the engineering, R&D, product management, and technical support teams
- Create documentation regarding customer issues and technical details on how to resolve them
- Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities
- Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies
- Provide advice and guidance to customers about their current and future Red Hat products
- Troubleshoot technical issues and manage issue escalation with Red Hat and customer teams
- Complete analysis and present periodic reviews of operational performance to customer leadership
- Manage customer use cases and maintain clear and concise case documentation
- Create customer engagement plans and keep the documentation on the customer's environment updated
- Manage and grow customer relationships by delivering attentive, relationship-based support
- Build a sense of trust with customers and serve as their advocate within Red Hat
- Partner closely with internal engineering, product management, and technical support teams to debug, test, and resolve issues
- Travel, as necessary, to visit customers and attend events
What you will bring:
- 5+ years of professional Java coding and development experience
- Hands-on experience with Java middleware technologies like Red Hat JBoss Enterprise Application Platform, Red Hat Fuse, Apache Camel, WebSphere, and WebLogic
- Outstanding written and verbal communications skills
- Knowledge of JEE platform and experience working on large-scale enterprise Java projects is a plus
- Experience with business logic and Platform-as-a-Service (PaaS) cloud solutions is a plus
- Experience in the telecommunications or service provider industries is a plus
- Bachelor's degree in a technology-related discipline, like computer science or engineering is a plus
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