Technical Account Manager – Platform

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.The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced and highly skilled technical engineer to join us as a Technical Account Manager for our government customers in Canberra, Australia. In this role, you will provide personalized, proactive engagement and guidance and cultivate high-value relationships with customers as you seek to understand their IT infrastructures, internal processes, and business needs. You’ll provide service through a premium support offering that builds, maintains, and grows long-lasting customer loyalty. As a Technical Account Manager, you will tailor the support experience to customer environments, facilitate collaboration with their other vendors, 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. In addition, you will be expected to provide our customers best practice advice and leadership to ensure long-term supportability of their adoption journeys of Red Hat’s offerings.Deliver technical reviews and share knowledge to proactively identify and prevent issuesUnderstand customer technical infrastructures, hardware, and offeringsBe actively involved in discussions with customers on their adoption roadmaps for Red Hat’s offerings, providing best practice advice to ensure long-term supportability of their planned Red Hat deploymentsIn coordination with the Support Delivery team, perform initial or secondary investigations and respond to online and phone support requestsProvide excellent support to customers for their subscribed offerings from Red HatManage customer cases, guiding them to resolution whilst maintaining clear and concise case documentationServe as a customer advocate within Red HatTravel to visit customers as necessary5+ years of Linux or UNIX system administration or architecture experienceSolid technical knowledge of Red Hat’s solutions like Red Hat Enterprise Linux (RHEL), Red Hat Satellite, and Red Hat Ansible Automation PlatformExperience in a support, development, engineering, or quality assurance (QA) organizationDemonstrated ability to manage and grow customer relationships by delivering proactive, relationship-based supportSolid technical knowledge of Linux filesystems and the Linux kernelSolid understanding of cloud computing principlesDirect experience with a variety of hardware vendorsExcellent written and verbal communication skills in EnglishGood presentation skillsMust have at least a Baseline security clearanceExperience working as a solutions architect or technical consultant is a plusRed 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.