Technical Account Manager

• Lead enterprise onboarding sessions and technical discovery with full accountability for outcomes
• Configure the CommandLink ITSM platform: services, workflows, automation rules, escalation policies, and reporting
• Design and implement alerting and monitoring policies aligned to SLAs/SLOs
• Own integrations with external ITSM systems (ServiceNow, Jira, Freshservice) via APIs/webhooks
• Act as the primary technical owner for assigned enterprise accounts — accountable for adoption, satisfaction, and technical success
• Guide customers in adopting ITSM workflows, monitoring, and AIOps capabilities
• Run QBRs and proactively deliver improvement plans, not just recommendations
• Troubleshoot and resolve workflow, alerting, and integration issues with urgency and precision
• Join customer-facing sales calls as the technical authority on ITSM, monitoring, and workflow automation
• Collaborate with sales engineers to design solutions and ensure requirements are fully addressed
• Deliver platform demos that clearly showcase execution-ready solutions
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.

• Execute Day 2 OpenShift Operations: Provide hands-on administration, integration support, and maintenance for Red Hat OpenShift clusters.
• Onsite Presence & Mobility: Work onsite daily at the customer facility in Huntsville, AL, with periodic travel to alternate local customer facilities as required by the mission.
• Proactive Issue Prevention: Perform technical reviews, cluster health checks, and capacity planning.
• Customer Advocacy: Gain a deep understanding of the customer's cloud-native architecture, CI/CD pipelines, and strategic mission goals to serve as their primary OpenShift advocate within Red Hat.
• Cross-Functional Collaboration: Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve complex issues related to Kubernetes, containers, and operators.
• Strategic Guidance: Advise the customer on current and future Red Hat hybrid-cloud capabilities, focusing heavily on container orchestration, cloud-native development practices, and DevSecOps integrations (e.g., Advanced Cluster Management, Advanced Cluster Security).
• Case Management: Manage customer support cases, maintain clear documentation, and deliver value by sharing resolutions and best practices through a defined knowledge management process.

Operations Technical Account Manager – OpenShift, Secret Clearance Required

• Provide hands-on administration, integration support, and maintenance for Red Hat OpenShift clusters, ensuring platform stability and successful upgrades.
• Work onsite daily with periodic travel to alternate customer facilities.
• Perform technical reviews and share knowledge to proactively identify and prevent issues before they impact mission-critical operations.
• Gain a deep understanding of the customer's technical infrastructure, hardware, and strategic goals to serve as their primary advocate within Red Hat.
• Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve complex technical issues.
• Provide advice and guidance to customers about their current and future Red Hat products, specifically focusing on container orchestration and cloud-native solutions.
• Manage customer cases, maintain clear and concise case documentation, and deliver value to customers by documenting and sharing learnings through a defined knowledge management process.

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Technical Account Manager

Operations Technical Account Manager – OpenShift, Secret Clearance Required

Operations Technical Account Manager – Secret Clearance Required