About the Job
The company's Technical Services team is looking for an experienced, enterprise-level engineer to join us as an OpenShift Technical Account Manager (TAM) in Saudi. In this role, you'll work with a small set of key customers to provide hands-on technical and architectural guidance for the company's OpenShift Container Platform.
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At the company, customer support includes far more than just “break-fix” solutions. Customers get industry-leading resources that enable their technical environments to run efficiently, so they can focus on growing their businesses. Technical account management is a premium support offering that builds, maintains, and grows long-lasting customer loyalty between the company and our customers. You will forge relationships with your customers, develop a deep technical understanding of their implementation, share technical best practices and act as point of contact for any major incidents, managing the customer’s expectations and communications through resolution of such incidents.
What you will do:
- Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities.
- Perform technical reviews and share knowledge to proactively identify and prevent issues.
- Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.
- Provide advice and guidance to customers about their current and future products.
- Troubleshoot technical issues and drive issue escalation with the company and customer teams.
- Complete analysis and present periodic reviews of operational performance to customer leadership.
- Manage customer use cases and maintain clear and concise case documentation.
- Create customer engagement plans and keep the documentation on the customer's environment updated.
- Manage and grow customer relationships by delivering attentive, relationship-based support.
- Build a sense of trust with customers and serve as their advocate within the company.
- Contribute internally to the company's 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.
- Partner closely with the company's Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues.
- Travel, as necessary, to visit customers and attend events within the region.
- Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms.
- Establish and maintain parity with the company's cloud technologies strategy.
- Engage with the company's product engineering teams to help develop solution patterns, based on customer engagements, that drive platform adoption.
- Engage with the company'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 cloud solutions and our cloud roadmap align to customer use cases.
What you will bring:
- 5 years experience in a support, development, engineering, or quality assurance organization.
- Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift), containers, Kubernetes, cloud management, and IT automation.
- Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support.
- Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely.
- Competent 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 hardware vendors.
The following are considered a plus:
- Experience in system management, cloud or server virtualization.
- Bachelor's degree in a technology-related discipline, preferably computer science or engineering.
- Certified Engineer (RHCE).
- Prior experience in a technical leadership or mentorship role.
- Experience with training and presentation delivery.
Location
Remote Saudi Arabia
