Middleware Technical Account Manager
Location
São Paulo, SP | Brazil
Job description
The Red Hat Global Customer Success team is looking for an experienced, enterprise-level Java engineer to join us as a Technical Account Manager in Brazil. In this role, you will provide architectural guidance and implementation advice to a small set of strategic customers for the Red Hat Middleware portfolio of solutions and provide a high level of engagement that builds, maintains, and grows long-lasting customer loyalty. You'll also help debug, quantify, and test issues escalated by customers for Red Hat's middleware technologies and partner closely with associates from our development engineering, product management, and technical support teams to quickly resolve issues.
- Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities
- Perform technical reviews and share knowledge to proactively identify and prevent issues
- Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies
- Provide advice and guidance to customers about their current and future Red Hat products
- Troubleshoot technical issues and manage issue escalation with Red Hat and customer teams
- Complete analysis and present periodic reviews of operational performance to customer leadership
- Manage customer use cases and maintain clear and concise case documentation
- Create customer engagement plans and keep the documentation on the customer's environment 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
- Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a subject matter expert and mentor for specific technical or process areas
- Partner closely with internal engineering, product management, and technical support teams to debug, test, and resolve issues
- Travel, as necessary, to visit customers and attend events
- 5+ years of professional Java coding and development experience
- Development-level experience analyzing and debugging Java and C++ application issues at the language-level, including code development, code review, stack traces, etc.
- Hands-on experience with Java middleware technologies like Red Hat JBoss Enterprise Application Platform, Red Hat Fuse, Apache Camel, WebSphere, and WebLogic
- Outstanding written and verbal communications skills
- Knowledge of JEE platform and experience working on large-scale enterprise Java projects is a plus
- Experience with business logic and Platform-as-a-Service (PaaS) cloud solutions is a plus
- Experience in the telecommunications or service provider industries is a plus
- Bachelor's degree in a technology-related discipline, like computer science or engineering is a plus
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