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About the job

Red Hat's Technical Account Management team is looking for an experienced, enterprise-level engineer to join us as a Red Hat Ceph Storage, Technical Account Manager in Spain. In this role, you would work closely with customers, understand 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 Red Hat Ceph Storage to meet their business needs. This is not a sales role. As a Red Hat Ceph Storage 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. The role can be located anywhere in Spain.

What you will do

• Perform technical reviews and share knowledge to identify and prevent issues proactively

• Gain an understanding of customers' technical infrastructure, hardware, and software needs

• Perform initial or secondary investigation and respond to online and phone support requests

• Deliver key Red Hat Ceph portfolio road-map updates & assist customers with product upgrades

• Manage selected customer cases and maintain clear and concise case documentation

• Serve as the customer's advocate within Red Hat

• Collaborate with the Engineering, Research and Development, Product Management, and Technical Support teams

• Record customer interactions including investigation, troubleshooting, and resolution of issues

• Partner with Red Hat strategic cloud partners to jointly solve multi-vendor customer issues

• Demonstrate considerable judgment in selecting methods and techniques to obtain solutions

• Maintain a commitment to providing the best experience possible for Red Hat customers

• Manage workload to ensure all customer issues are handled and resolved promptly

• Assist in development of comprehensive & reusable self-service solutions for future incidents

• Travel as necessary to visit customers

• Exceed customer expectations by providing outstanding customer service

• Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

What you will bring

• Experience in software-defined storage technologies: Ceph or other enterprise storage platform is a must

• Strong experience with Linux, or Unix operating systems (5+ years, of installation, configuration, upgrade, and maintenance experience is highly preferred)

• Experience in a support, development, engineering, or quality assurance organization

• Advanced troubleshooting and debugging skills, with a passion for problem-solving and investigation

• Excellent reading and writing skills in Spanish and English are a must

• Technical knowledge and actual working experience with the Linux storage and file system, and Proven experience in storage configuration, deployment & administration

The following are considered a plus:

• Fundamental understanding of the OpenShift, container architecture, and administration experience across all working components

• Prior Red Hat solution certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certification

• Knowledge or familiarity with Amazon Web Services; VMware vSphere, Azure, and Google Cloud

• Upstream involvement in open-source projects (patches submitted for upstream)

• Scripting or programming experience in languages like Bash, C, or Python

• Bachelor's degree in science or a technical field; engineering or computer science is preferred

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About Red Hat

Red Hat is the world’s leading provider of enterpriseopen source (https://www.redhat.com/en/about/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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex.

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. Opportunities are open. Join us.

Diversity, Equity & 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 diverse 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 of diversity 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.

Posting Location : Location ES-Madrid

Posting date 3 weeks ago (4/12/2024 8:09 AM)

Job ID 101829

Workday ID R-037959