Technical Account Manager
Arbeitsort: Zürich oder Neuchatel
Erstellt: 11.07.2011
Red Hat's Technical Account Management service is offered to enterprise customers who want the deepest possible technical relationship with Red Hat in order to maximize their return on a significant investment in Red Hat technology. The service provides a consistent technical point of contact at Red Hat that understands the customers ongoing technology requirements.
A Technical Account Manager (TAM) is a highly skilled, proactive support engineer that cultivates highly personalized, support relationships with clients and clearly understands their IT infrastructures, internal processes, and overall business needs. A TAM tailors support for a customer's environment, advocates on their behalf and facilitates collaboration with their other vendors.
You will help debug, quantify and test issues escalated by customers for the entire Red Hat Enterprise Linux product family and will partner closely with associates in our Engineering R&D, product management and global support organizations to resolve issues and build relationships.
Specific Duties/Primary Responsibilities:
• Perform initial or secondary investigation and respond to online and phone support requests
• Work with partners to proactively identify and prevent joint customer issues
• Gain understanding of our partner's technical infrastructure and environment, hardware, and/or products
• Serve as the partner advocate within Red Hat
• Maintain clear and concise ticket documentation
• Travel will be required to visit customers
Job Requirements
Required Skills & Experience:
• Outstanding understanding of the Linux and the Linux filesystem
• Minimum of 4 years Linux/Unix system administration experience
• Hands-on experience with a variety of hardware vendors
• Experience of enterprise-class applications such as Oracle, Veritas, BEA, and CA
• Strong understanding of the Linux kernel
• Ability to manage multiple issues and projects while maintaining a high level of detail
• Effectively manage and grow existing Enterprise customer and partner relationships by delivering best of class support
• Outstanding verbal and written communication skills
• Ability to convey information to customers in a clear and concise manner
• Must be a solid team player, but also able to work under own initiative
• Experience in a development, engineering, or quality assurance organization
• Experience in working with external customers and vendors
Desirable Skills & Experience:
• BS degree in a technology-related discipline - Computer Science/Engineering is preferred
• Red Hat Certified Engineer
• Experience with multiple Unix or Linux distributions
• Active or history of participation within the Open Source community
• Experience with clustering technology
• Experience in training/presentation delivery
