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 Dubai, UAE. 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 Ansible Automation Platform. You will forge relationships with your customers, develop a deep technical understanding of their implementation, share technical best practices, and act as the point of contact for any major incidents, managing the customer’s expectations and communications through resolution. You will tailor support for each customer’s environment, facilitate collaboration with their other vendors, and advocate on their behalf.
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What You Will Do
- Support enterprise customers implementing the company's Ansible Automated Platform solutions
- Serve as the primary customer advocate within the company, facilitating communication and collaboration across teams
- Deliver the company's portfolio roadmap updates and assist customers with product upgrades and implementation
- Rapidly learn and stay current with new technologies, including container orchestration, registries, build strategies, microservices, and automation environments
- Specialize in Ansible Automation Platform, providing expertise on its implementation and use
- Perform technical reviews to proactively identify and prevent issues, sharing knowledge across teams
- Gain a comprehensive understanding of the customer's technical infrastructures, environments, hardware, and product usage
- Investigate and respond to support requests via various channels, including online, phone, video call, chat, etc.
- Provide strategic advice and guidance on current and future company products and solutions
- Manage customer cases, maintaining clear and concise documentation
- Collaborate with engineering, R&D, product management, and technical support teams
- Create and maintain technical documentation for issue resolution and knowledge sharing
- Manage and grow customer relationships through attentive, relationship-based support
- Visit customer sites as needed and ensure exceptional service experience
What You Will Bring
- Experience in a technical support, software development or engineering, or quality assurance organization
- Extensive technical knowledge of the company's Ansible Automated Platform and similar automation technologies, including Chef, Puppet, SaltStack, etc.
- Experience with configuration management, application deployment, and infrastructure orchestration technologies
- Experience with Enterprise Linux environments
- Ability to collaborate effectively in an English-speaking environment
- Ability to manage and grow existing customer relationships by delivering proactive, relationship-based support
- Ability to convey complex information to customers clearly and concisely
- Ability to manage multiple issues and projects
- Bachelor's degree in a technology-related discipline is preferred
- Software engineering background; experience with RPM-based Linux technologies
- Experience with Linux system administration, preferably the company's Enterprise Linux (RHEL) or a derivative is preferred
- Experience working in DevOps environments preferred
- Experience with container technologies such as Docker, Podman, and Kubernetes preferred
- Experience deploying applications in cloud environments and developing containerized applications is a plus
- Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts preferred
- Familiarity with source code management tools like Git or Apache Subversion (SVN) is a plus
