Auckland City, 1010Company 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 Customer Success team is looking for an experienced and highly skilled support engineer to join us as a Technical Account Manager to join us in Auckland, New Zealand.
In this role, you will work with our enterprise customers, focusing on the telecommunications (telco) industry and network functions virtualization (NFV).
You will provide personalized, proactive support and guidance, while cultivating high-value relationships with customers as you seek to understand their IT infrastructure, internal processes, and business needs.
You’ll provide a technical account management service; a premium support offering that builds, maintains, and grows long-lasting customer loyalty.
As a Technical Account Manager, you will tailor support for each customer environment, facilitate collaboration with other vendors of our customers, and advocate on their behalf by working closely with our Engineering, Research and Development (R&D), Product Management, and Global Support teams to debug, test, and resolve issues.
Primary job responsibilities : Work with and assist the customer in the deployment, adoption, and maintenance of their telco OpenStack and NFV environmentPerform technical reviews and share knowledge to proactively identify and prevent issuesUnderstand your customers' technical infrastructure, hardware, and offeringsPerform initial or secondary investigations and respond to online and phone support requestsProvide excellent customer support for customers regarding their Red Hat offeringsManage customer cases and maintain clear and concise case documentationServe as a customer advocate within Red HatTravel, as necessary, to visit customers Required skills : 5+ years of Linux or UNIX system administration experience3+ years of Red Hat OpenStack Platform administration experienceExperience working in a support, development, engineering, or quality assurance (QA) organizationAbility to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based supportTechnical knowledge of open source and ideally the telecommunications industry and network functions virtualization (NFV)Direct experience working with a variety of hardware and software vendorsSolid business insightExcellent written and verbal communication skillsExperience with training or presentation delivery is a plusRed Hat is proud to be an equal opportunity workplace and an affirmative action employer.
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