Senior Technical Account Manager

Role Summary

The Senior Technical Account Manager (STAM) provides leadership and strategic direction for key accounts and is responsible for working independently to lead complex projects, and provide expert technical guidance to customers, and leading the resolution of varied and non-routine complex technical issues. This role exercises independent judgment and creative solutioning to ensure customer success. The STAM may coordinate the activities of other team members (team lead) to ensure successful completion of projects and assignments. This role is responsible for mentoring and providing guidance and advice to new team members. The STAM proactively develops and maintains strategic relationships with key customer stakeholders, serving as a trusted advisor and technical leader. This position contributes to overall business growth by driving customer satisfaction and retention. Candidate must speak French and English.

The following elements constitute an asset

• Bachelor's degree (or equivalent) in a technological discipline, ideally in computer science or engineering
• Experience working in DevOps environments
• Training in software engineering; experience with Java technologies and RPM-based Linux distributions
• Experience deploying applications in cloud environments
• Experience developing containerized applications
• Good understanding of the concepts of continuous integration (CI) and continuous delivery (CD)
• Knowledge of source code management tools such as Git or SVN
• Previous experience in a technical leadership or mentoring role
• About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hat ters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat

Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)

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.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email . General inquiries, such as those regarding the status of a job application, will not receive a reply.

Responsibilities

• Support enterprise customers implementing automated and containerized cloud application platform solutions
• Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
• Perform technical reviews and share knowledge to proactively identify and prevent issues
• Gain understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat
• Collaborate with the engineering, R&D, product management, and technical support teams
• Create documentation regarding customer issues and technical details on how to resolve them
• Manage and grow customer relationships by delivering attentive, relationship-based support
• Travel occasionally to visit regional customers
• Support enterprise clients in the implementation of automated and containerized cloud application platform solutions
• Quickly assimilate new technologies, including container orchestration, container registries, container image building strategies, and microservices on container platforms
• Conduct technical reviews and share your knowledge to proactively identify and prevent problems
• Gain a deep understanding of technical infrastructure, hardware, and customer offerings, and act as a customer advocate within Red Hat
• Collaborate with engineering, R&D, product management and technical support teams
• Write documentation relating to problems encountered by customers and the technical details of their resolution
• Manage and develop customer relationships by providing attentive, relationship-oriented support
• Make occasional trips to visit regional clients

Requirements

• 5+ years of experience in a support, development, engineering, IT, or quality assurance (QA) organization
• Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift by Red Hat ), containers, Kubernetes, cloud management ( Red Hat CloudForms), and IT automation (Ansible by Red Hat )
• Competent comprehension of enterprise architecture and strategic business drivers
• Direct experience with a variety of hardware vendors
• Ability to manage multiple issues and projects with shifting priorities and timelines
• Outstanding written and verbal communication skills; ability to convey complex information to customers both clearly and concisely
• Ability to travel for customer visits and events within the region

The following are considered a plus

• Bachelor's degree or equivalent in a technology-related discipline, ideally computer science or engineering
• Experience working in DevOps environments
• Software engineering background; experience with RPM-based Linux and Java technologies
• Experience deploying applications in cloud environments
• Experience developing containerized applications
• Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts
• Familiarity with source code management tools like Git or SVN
• Prior experience in a technical leadership or mentorship role

Le Senior Technical Account Manager (STAM) assure le leadership et définit l'orientation stratégique pour les comptes clés ; il est chargé de piloter en autonomie des projets complexes, de fournir des conseils techniques experts aux clients et de diriger la résolution de problèmes techniques complexes, variés et sortant de l'ordinaire. Ce poste requiert autonomie de jugement et créativité dans l'élaboration de solutions afin de garantir la réussite des clients. Le STAM peut être amené à coordonner les activités d'autres membres de l'équipe (rôle de chef d'équipe) pour assurer la bonne exécution des projets et des missions. Il a également pour responsabilité d'encadrer les nouveaux membres de l'équipe et de leur prodiguer conseils et orientations. Le STAM développe et entretient de manière proactive des relations stratégiques avec les interlocuteurs clés chez les clients, agissant en tant que conseiller de confiance et référent technique. Ce poste contribue à la croissance globale de l'activité en favorisant la satisfaction et la fidélisation des clients. Le candidat doit maîtriser le français et l'anglais.

• 5+ years of experience within a support, development, engineering, IT (IT) or quality assurance (QA) team
• Expertise in enterprise cloud solutions such as PaaS (Red Hat OpenShift), containers, Kubernetes, cloud management (Red Hat CloudForms), and IT automation (Red Hat Ansible)
• A solid understanding of enterprise architecture and strategic business issues
• Direct experience with various hardware vendors
• The ability to manage multiple issues and projects simultaneously, while adapting to changing priorities and deadlines
• Excellent written and oral communication skills; the ability to convey complex information to customers in a clear and concise manner
• The ability to travel within the region for client visits and events