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 Red Hatters and customer teams
Provide advice and guidance to customers about their current and future use of Red Hat’s offerings
Perform technical reviews and share knowledge to proactively identify and prevent issues
Manage customer use cases and maintain clear and concise case and customer documentation
Create customer engagement plans and keep the documentation on the customer's environment updated
Handle customer escalations with Red Hat and customer teams
Engage with Red Hat’s engineering teams to help develop solutions, based on customer engagements as well as personal experience, that will guide product adoption
Engage with Red Hat’s field teams, customers, and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success
Establish and maintain parity with Red Hat cloud technologies strategy
Analyse and present periodic reviews of operational performance to customer leadership
Deliver presentations to customer associates
Communicate how specific Red Hat cloud solutions and our cloud roadmap align to customer use cases
Travel, as necessary, to visit customers or attend internal events
Collaborate with third-party hardware and software vendors
What you will bring
Experience in a support, development, engineering, or quality assurance organisation
Expertise with enterprise cloud solutions like Platform-as-a-Service (OpenShift by Red Hat), containers, Kubernetes, cloud management (Red Hat CloudForms), and IT automation (Ansible Automation Platform by Red Hat)
Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely
Competent comprehension of enterprise architecture and strategic business drivers
Ability to manage multiple issues and projects with an eye for detail
Direct experience with a variety of hardware vendors
Experience with presentation delivery
Fluent verbal and written communication skills in German
The following are considered a plus
Experience in system management, cloud or server virtualization
Bachelor's degree in a technology-related discipline, preferably computer science or engineering
Red Hat Certified Engineer (RHCE)
Prior experience in a technical leadership or mentorship role
About Red Hat
Red Hat is the world’s leading provider of enterprise 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 work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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.
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 different 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 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.
Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.
