Software Support Manager jobs in Gastonia, NC

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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