About the Job
The company Technical Account Management team is looking for a Technical Account Manager, RHEL (Red Hat Enterprise Linux) to join us in Saudi Arabia. In this role, you will provide personalized, attentive support and mentorship to a small set of enterprise customers. Your goal will be to build high-value relationships as you understand their IT infrastructures, internal processes, and business needs, creating long-lasting loyalty to the company. You will ensure that our customers have access to solutions that will enable their technical environments to run efficiently. As a Technical Account Manager, you will work closely with internal teams such as Support Delivery, Engineering, and Product Management. Depending on your customers’ environments and needs, you will help them collaborate with other vendors and advocate on their behalf.
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What you will do
- Become a company technical ambassador, working closely with a small number of customers using company Platform products (RHEL); develop relationships with key business and IT stakeholders, including customer managers and technical associates.
- Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service.
- Conduct technical investigations of customer issues to find root causes and solutions on your own or through collaboration with fellow company team members and customer teams.
- Provide advice and guidance to customers about their current and future use of the company’s offerings.
- Perform technical reviews and share knowledge to proactively identify and prevent issues.
- Manage customer cases and maintain clear and concise case and customer documentation; create customer engagement plans.
- Handle customer escalations with the company and customer teams.
- Engage with the company’s engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide product adoption.
- Analyze and present periodic reviews of operational performance to customer leadership.
- Deliver training and presentations to customer associates.
- Travel, as necessary, to visit customers or attend internal events.
- Collaborate with third-party hardware and software vendors.
What you will bring
- A combination of technical and customer-facing skills and the desire to embrace and develop both.
- Prior professional experience in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills.
- Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience.
- Growth mindset and willingness to learn (as part of your onboarding and further development process, you are expected to obtain specific technology certifications such as RHCE/OCP/OSP/Ansible).
- Excellent verbal and written communication skills in German and English; ability to explain complex information, such as aligning the company’s offerings to customer needs or use cases, to customers in straightforward terms.
- Effective collaboration skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency.
- Support customers implementing automated and containerized cloud application platform solutions.
- Stay up to date on technology changes related to container orchestration, runtimes, cloud-native technologies, and development practices.
- Promote platform adoption within customer teams.
- Deep technical knowledge of core IT technologies including DNS, DHCP, storage, networking, Linux kernel namespaces, CGroups, SELinux, containerization, and virtualization.
- Knowledge of application development (microservices architecture), application troubleshooting, debugging, and tuning.
- Excellent understanding of software development practices and continuous integration (CI) and continuous delivery (CD) pipelines.
