Red Hat CEPH

1 month ago

Bessemer City, United States RemoteWorker US Full time

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 do:

Perform technical reviews and share knowledge to identify and prevent issues proactively

Gain an understanding of customers' technical infrastructure, hardware, and software needs

Perform initial or secondary investigation and respond to online and phone support requests

Deliver key Red Hat Ceph portfolio road-map updates & assist customers with product upgrades

Manage selected customer cases and maintain clear and concise case documentation

Serve as the customer's advocate within Red Hat

Collaborate with the Engineering, Research and Development, Product Management, and Technical Support teams

Record customer interactions including investigation, troubleshooting, and resolution of issues

Partner with Red Hat strategic cloud partners to jointly solve multi-vendor customer issues

Demonstrate considerable judgment in selecting methods and techniques to obtain solutions

Maintain a commitment to providing the best experience possible for Red Hat customers

Manage workload to ensure all customer issues are handled and resolved promptly

Assist in development of comprehensive & reusable self-service solutions for future incidents

Travel as necessary to visit customers

Exceed customer expectations by providing outstanding customer service

Share 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 domain

What you will bring:

Experience in software-defined storage technologies: Ceph or other enterprise storage platform is a must

Strong 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 organization

Advanced troubleshooting and debugging skills, with a passion for problem-solving and investigation

Excellent reading and writing skills in Spanish and English are a must

Technical knowledge and actual working experience with the Linux storage and file system, and Proven experience in storage configuration, deployment & administration

The following are considered a plus:

Fundamental understanding of the OpenShift, container architecture, and administration experience across all working components

Prior Red Hat solution certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certification

Knowledge 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 Python

Bachelor's degree in science or a technical field; engineering or computer science is preferred

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