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Raleigh, North Carolina, United States
Remote only
About the role:
In this role, you will collaborate with a dedicated team of Red Hatters supporting our partners. You will provide hands-on technical and architectural guidance for partners building solutions using Red Hat Enterprise Linux. At Red Hat, partner support includes far more than just “break-fix” solutions. Partners get industry-leading resources that enable their technical solutions and customer-facing services to run efficiently, so they can focus on growing their businesses. Partner Technical account management is a premium support offering that builds, maintains, and grows long-lasting loyalty between Red Hat and our partners.
You will forge relationships with your partners, develop a deep technical understanding of their Red Hat implementation, share technical best practices and act as point of contact for any major incidents, managing the partner’s expectations and communications through resolution of such incidents. You will tailor support for each partner, work closely with the extended virtual account team and advocate on their behalf. At the same time, you'll work closely with our Engineering, Research and Development, Product Management, and Global Support teams to debug, test, and resolve issues. As a Red Hat PTAM, you will be supported in your career with continuous learning offerings, certification support, and challenging growth opportunities.
The ideal PTAM is a team player, enjoys working hard, exhibits technical and business acumen, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently.
Develop relationships with key business and IT stakeholders and become an expert on a partner’s solutions by understanding their top business goals and priorities
Perform technical reviews and share knowledge to proactively identify and prevent issues
Forewarn partners of technology changes or potential disruptions to their service and advise on mitigation strategies
Provide advice and guidance to partners about current and future Red Hat products
Troubleshoot technical issues and drive issue escalation with Red Hat, partner and customer teams
Complete analysis and present periodic reviews of operational performance to leadership
Manage partner use cases and maintain clear and concise case documentation
Create partner engagement plans and keep documentation relevant to a partner's solution updated
Manage and grow partner relationships by delivering attentive, relationship-based support
Build a sense of trust with partners and serve as their advocate within Red Hat
Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a Subject Matter Expert (SME) and mentor for specific technical or process areas
Collaborate with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues
Travel, as necessary, to visit partners and attend events within the region
Technology specific: Red Hat Enterprise Linux
Support enterprise partners implementing Red Hat Enterprise Linux based products and services
Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
Establish and maintain parity with Red Hat cloud technologies strategy
Engage with Red Hat’s product engineering teams to help develop solution patterns, based on partner engagements, as well as personal experience, that drive platform adoption
Engage with Red Hat’s field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success
Communicate how specific Red Hat cloud solutions and our cloud roadmap align to partner use cases
5+ years of Linux system administration experience
Hands-on experience with Red Hat Enterprise Linux in an enterprise grade production environment
Experience administering linux storage using logical volumes
Versed in Linux patching strategies and tooling for large scale deployments
Extensive linux troubleshooting experience on both physical and virtual environments
Familiarity with Linux containers and container management tools
Knowledge of cloud and server virtualization
Willingness to stay current on latest technologies and take an active role in your career development.
Ability to manage and grow existing enterprise partner relationships by delivering proactive, relationship-based support
Outstanding verbal and written communication skills; ability to convey complex information to partners clearly and concisely
Comprehension of enterprise architecture and strategic business drivers
Ability to manage multiple issues and projects with an eye for detail
Direct experience with a variety of technology partners
Ability to develop and deliver presentations on various technical topics
The following are considered a plus:
Experience in a support, operations, development, engineering, or quality assurance organization
Red Hat Certified Engineer (RHCE) or equivalent experience
Awareness of the Red Hat product portfolio
Bachelor's degree in a technology-related discipline, preferably computer science or engineering
Experience working with RHEL Image Mode
Prior experience in a technical leadership or mentorship role
Technical knowledge of the Linux kernel and Linux file system
Expertise with Enterprise Cloud Solutions such as Platform-as-a-Service (PaaS), Infrastructure-as-a-Service (IaaS), and Software-as-a-Service (SaaS)
Expertise with IT Automation (Red Hat Ansible)
Experience containerizing applications for deployment in cloud environments
Familiarity with source code management tools like Git
Experience in storage configuration, deployment & administration
Pay Transparency
Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience.
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 Hatters 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.
Benefits
● Comprehensive medical, dental, and vision coverage
● Flexible Spending Account - healthcare and dependent care
● Health Savings Account - high deductible medical plan
● Retirement 401(k) with employer match
● Paid time off and holidays
● Paid parental leave plans for all new parents
● Leave benefits including disability, paid family medical leave, and paid military leave
● Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!
Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.
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.
