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. Our customer support goes beyond just “break-fix” solutions; we provide industry-leading resources to help technical environments run efficiently, allowing customers to grow their businesses.
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As a Technical Account Manager, you will build and maintain long-lasting customer relationships, develop a deep technical understanding of their implementations, share best practices, and manage major incidents while ensuring clarity in communications. Your role will also involve tailoring support for each customer's environment and collaborating with their vendors, while advocating on their behalf.
You will work closely with our Engineering, Research and Development, Product Management, and Global Support teams to debug, test, and resolve issues. A successful TAM is a team player who enjoys hard work, is dedicated to exceeding expectations, builds relationships, has excellent collaboration skills, quickly learns new technologies, and uses time efficiently.
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 across teams.
- Deliver the company's portfolio roadmap updates and assist customers with product upgrades.
- Rapidly learn new technologies, including container orchestration and automation environments.
- Specialize in the Ansible Automation Platform and its implementation.
- Perform technical reviews to proactively identify and prevent issues.
- Gain a comprehensive understanding of customer technical infrastructures and product usage.
- Investigate and respond to support requests via online, phone, video, and chat.
- Provide strategic advice on the company's products and solutions.
- Manage customer cases and maintain documentation.
- Visit customer sites as needed to ensure exceptional service.
What You Will Bring:
- Experience in a technical support, software development, or quality assurance organization.
- Extensive technical knowledge of the company's Ansible Automated Platform and similar automation technologies (e.g., Chef, Puppet).
- Experience with configuration management, application deployment, and infrastructure orchestration.
- Familiarity with Enterprise Linux environments.
- Ability to collaborate effectively in an English-speaking environment.
- Proven capacity to manage and grow existing customer relationships.
- Strong skills in conveying complex information to customers clearly and concisely.
- Capacity to manage multiple issues and projects.
- A Bachelor’s degree in a technology-related discipline is preferred.
- Software engineering background with experience in Linux system administration.
- Preferred experience with container technologies (e.g., Docker, Kubernetes) and cloud environments.
- Good understanding of continuous integration (CI) and continuous delivery (CD) concepts.
- Familiarity with source code management tools (e.g., Git) is a plus.
