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Posted about 1 year ago

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

The Red Hat Global Customer Success (GCS) team is looking for an experienced, enterprise-level engineer to join us as an OpenStack Technical Account Manager in the United States. In this role, you will work with Red Hat's telecommunication (telco) customers to provide practical technical and architectural guidance for the Red Hat OpenStack Platform. At Red Hat, customer support includes far more than just break-fix solutions. You’ll help our customers get industry-leading resources that will enable their technical environments to run efficiently, so that they can focus on growing their businesses. You’ll provide a premium support offering that builds, maintains, and grows long-lasting customer loyalty between Red Hat and our customers. As a Technical Account Manager, you'll provide personalized support and guidance, cultivating meaningful relationships with our customers as you seek to understand their IT infrastructures, internal processes, and business needs. You will tailor support for each customer's environment, facilitate collaboration with their other vendors, and advocate on their behalf. At the same time, you'll work closely with our engineering, research and development, product management, and enterprise technical support teams to debug, test, and resolve issues quickly and effectively. Work location is flexible. The role may be performed by home-based workers within the United States or on-site in a Red Hat office. Successful applicants must reside in a state where Red Hat is registered to do business.

  • Perform technical reviews and share knowledge to identify and prevent issues
  • Gain an understanding of customers' technical infrastructures and environments, hardware, and offerings
  • Partner closely with Red Hat's engineering, product management, and technical support teams to debug, test, and resolve issues
  • Perform initial or secondary investigations and respond to online and phone support requests
  • Support enterprise customers implementing automated and containerized cloud application platform solutions
  • Learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
  • Establish and maintain parity with Red Hat's cloud technologies strategy
  • Engage with Red Hat's solutions engineering teams to help develop solution patterns based on customer engagements as well as personal experience that will guide platform 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
  • Communicate how specific Red Hat’s cloud solutions and our cloud roadmap align with customer use cases
  • Deliver key portfolio updates and help our customers successfully implement upgrades
  • Manage customer use cases and maintain clear and concise case documentation
  • Create customer engagement plans and keep the documentation on customer environments updated
  • Manage and grow customer relationships by delivering attentive, relationship-based support
  • Build a sense of trust with customers and serve as their advocate within Red Hat
  • Regularly contribute to the Red Hat knowledge base and share best practices with peers and colleagues
  • Participate in internal projects and initiatives and serve as a subject matter expert and mentor for specific technical or process areas
  • Travel, as necessary, to visit customers and attend events within the region

  • Understanding of the telco network landscape, including high-level knowledge of common network function (vEPC, IMS, etc.) and the advantages of NFV infrastructure
  • 5+ years of experience working in a support, development, engineering, or quality assurance (QA) organization
  • Ability to manage and grow existing enterprise customer relationships by delivering relationship-based support
  • Outstanding written and verbal communication skills; ability to explain 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
  • Advanced technical knowledge of Red Hat OpenStack Platform and its components
  • Advanced technical knowledge of the Linux file system and the Linux kernel
  • Understanding of enterprise-class applications like Oracle, Veritas, and SAP

The following are considered a plus:

  • Experience with system management or cloud or server virtualization
  • Bachelor's degree in a technology-related discipline, preferably computer science or engineering
  • Red Hat Certified Engineer (RHCE) certification
  • Prior experience in a technical leadership or mentorship role
  • Experience with training and presentation delivery
  • Prior experience working for a telco operator or vendor primarily engaged in the telco industry

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, uniformed services, 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.