About The Job

Red Hat's Technical Services team is looking for a bilingual, enterprise-level engineer to join us as a Platform Technical Account Manager (TAM) in Québec. In this role, you will work with a small set of key customers to provide direct technical and architectural guidance for the Red Hat infrastructure portfolio. At Red Hat, 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 Red Hat and our customers. You will forge relationships with your customers, develop a deep technical understanding of their Red Hat 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. You will tailor support for each customer's environment, facilitate collaboration with their other vendors and advocate on their behalf. At the same time, you'll work closely with our engineering, research and development, product management, and technical support teams to debug, test, and resolve issues. The ideal TAM is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly and uses their time efficiently. Well-qualified applicants within Québec will be considered to work remotely.

What You Will Do

• Support enterprise customers by providing direct technical and architectural guidance for the Red Hat infrastructure portfolio

• 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

• Gain understanding of customer technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat

• Collaborate with the engineering, research and development, product management, and technical support teams

• Create customer engagement plans and keep the documentation on the customer's environment updated

• Create documentation regarding customer issues and technical details on how to resolve them

• Manage and grow customer relationships by delivering attentive, relationship-based support

• Build trust with customers and serve as their advocate within Red Hat

• Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies.

• Provide advice and guidance to customers about their current and future Red Hat products

• Troubleshoot technical issues and drive issue escalation with Red Hat and customer teams

• Complete analysis and present periodic reviews of operational performance to customer leadership

• Engage with Red Hat’s field teams, customers, and partners to ensure a positive technology experience and a successful outcome resulting in long-term enterprise success

• Travel occasionally to visit regional customers

What You Will Do

• 5+ years of experience working in a support, development, engineering, IT, or a quality assurance organization

• 5+ years of Linux system administration experience

• Technical knowledge of the Linux kernel and Linux file system

• Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support

• Competent comprehension of enterprise architecture and strategic business drivers

• Ability to manage multiple issues and projects with shifting priorities and timelines

• Bilingual in English and French; outstanding written and verbal communication skills and ability to convey complex information to customers clearly and concisely in both languages

• Direct experience with a variety of hardware vendors

• Ability to travel for customer visits and events within the region

• Red Hat Certified Engineer (RHCE) a plus

• Bachelor's degree or an equivalent in a technology-related discipline, ideally computer science or engineering is a plus

• Experience with enterprise cloud solutions like Platform-as-a-Service (PaaS), containers, Kubernetes, cloud management, and IT automation is a plus

About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open 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.

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