About the job Red Hat's Technical Account Management team is looking for an experienced, enterprise-level engineer to join us as a Red Hat Ceph Storage, Technical Account Manager in Spain. In this role, you would work closely with customers, understand their IT infrastructure, internal processes, and business needs, and help identify relevant trends throughout the industry. In this role, you will work with a small set of key enterprise customers to provide architectural guidance and implementation advice for Red Hat Ceph Storage to meet their business needs. This is not a sales role. As a Red Hat Ceph Storage Technical Account Manager, you will provide a premium level of engagement that builds, maintains, and grows long-lasting customer loyalty by tailoring technical support to customer environments, facilitating collaboration with other vendors, and advocating on their behalf. The role can be located anywhere in Spain.
What you will doPerform technical reviews and share knowledge to identify and prevent issues proactivelyGain an understanding of customers' technical infrastructure, hardware, and software needsPerform initial or secondary investigation and respond to online and phone support requestsDeliver key Red Hat Ceph portfolio road-map updates & assist customers with product upgradesManage selected customer cases and maintain clear and concise case documentationServe as the customer's advocate within Red HatCollaborate with the Engineering, Research and Development, Product Management, and Technical Support teamsRecord customer interactions including investigation, troubleshooting, and resolution of issuesPartner with Red Hat strategic cloud partners to jointly solve multi-vendor customer issuesDemonstrate considerable judgment in selecting methods and techniques to obtain solutionsMaintain a commitment to providing the best experience possible for Red Hat customersManage workload to ensure all customer issues are handled and resolved promptlyAssist in development of comprehensive & reusable self-service solutions for future incidentsTravel as necessary to visit customersExceed customer expectations by providing outstanding customer serviceShare your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domainWhat you will bringExperience in software-defined storage technologies: Ceph or other enterprise storage platform is a mustStrong experience with Linux, or Unix operating systems (5+ years, of installation, configuration, upgrade, and maintenance experience is highly preferred)Experience in a support, development, engineering, or quality assurance organizationAdvanced troubleshooting and debugging skills, with a passion for problem-solving and investigationExcellent reading and writing skills in Spanish and English are a mustTechnical knowledge and actual working experience with the Linux storage and file system, and Proven experience in storage configuration, deployment & administrationThe following are considered a plus:
Fundamental understanding of the OpenShift, container architecture, and administration experience across all working componentsPrior Red Hat solution certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certificationKnowledge or familiarity with Amazon Web Services; VMware vSphere, Azure, and Google Cloud Upstream involvement in open-source projects (patches submitted for upstream)Scripting or programming experience in languages like Bash, C, or PythonBachelor's degree in science or a technical field; engineering or computer science is preferred#LI-NG1
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