Security Technical Account Manager - Project Lightwell

About this role

The Global Services Cross-Platform Team is looking for a Security Technical Account Manager dedicated to supporting customers in the recently announced Project Lightwell. In this role, you will be a subject matter expert in Security, Application Development practices (Java/Python/JavaScript), and the Red Hat Enterprise ecosystem, including RHEL, Satellite,  and Ansible automation. You will provide personalized, attentive, proactive support and mentorship to assigned strategic enterprise customers. You will establish high-value relationships with key stakeholders to understand their environment, including IT infrastructure, internal processes, and business requirements. You will share technical best practices and serve as a point of contact for major incidents, managing customer expectations and communications to ensure their resolution.

As a Security Technical Account Manager, you will work closely with our Engineering, Products and Technologies, Product Management, and Global Support teams to debug, test, and resolve issues. You'll need to be able to work as part of a team, enjoy working hard, and be professional and dedicated to meeting and exceeding expectations and building relationships. You'll also need excellent collaboration skills, the ability to learn new technologies quickly, and the ability to use your time efficiently.

This role reports directly to the Global Director, Red Hat Services Cross Platform Leader, and supports both the global and regional customers. 

What will you do: • Liaise with Red Hat Product Security and partners on behalf of customers. 

• Liaise between customers’ operations and their security teams, and provide guidance on both general and industry-specific security paradigms.

• Provide analytical support for routine, proactive security monitoring and any findings in any RH software that arise. 

• Provide analytical support for security impacts deriving from planned changes to any RH software on critical, sensitive systems, and timely diagnostic and remediation advice for ongoing security concerns affecting any RH software.

• Mentoring security and operations staff regarding security attributes and security best practices for any RH software. 

• Facilitate customer use of the Project Lightwell clearinghouse to coordinate scanning, triage, patching, and backporting.

• Collaborate with Red Hat Consulting to provide guidance on accelerating the software development lifecycle and OS patching at scale to maintain a trusted software supply chain.

• 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

• Perform technical reviews and share knowledge to identify and prevent issues.

• Gain an understanding of customers’ technical infrastructures and environments, hardware, and offerings.

• Create customer engagement plans and keep documentation on customer environments up to date.

• Support enterprise customers implementing automated and containerized cloud application platform solutions.

• Perform initial or secondary investigations and respond to online and phone support requests 

• Partner closely with Red Hat's engineering, product management, and technical support teams to debug, test, and resolve.

• 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.

• Deliver key portfolio updates and help our customers successfully implement upgrades.

• Manage customer use cases and maintain clear and concise case documentation

• Engage with Red Hat's solutions engineering teams to help develop solution patterns based on customer engagements and personal experience to 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.

• Handle tough problems in an innovative way.

• Subject Matter expert on the Security and the Red Hat portfolio.

What you will bring: • Associates' or Bachelor's degree or higher in computer science or a technical discipline

• Red Hat Certified: RHCE (RHCA preferred) 

• Security Certification (CISSP, CCSP, CompTIA Security +, (ISC)² Certified in Cybersecurity (CC), Certified Ethical Hacker) preferred

• Demonstrated track record of working in a strategic advisory role to senior IT and business executives

• Applied knowledge and experience working in agile, scrum, and DevOps teams

• 10+ years of experience working in a security role, customer support, development, engineering, or quality assurance (QA) organization.

• Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support.

• Outstanding written and verbal communication skills; ability to convey complex information to customers clearly and concisely.

• Competent comprehension of enterprise architecture and strategic business drivers.

• Ability to manage multiple issues and projects with a focus on detail.

• Application development and release engineering experience/knowledge. Great understanding of continuous integration (CI) and continuous delivery (CD) concepts.

• Experience with or working knowledge of Red Hat Enterprise Linux (RHEL), Docker, Kubernetes, and Ansible

• Aptitude to learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms

• Willingness to travel to customer locations if required.

• Ability to travel internationally.

• This is a remote-based job that can be located anywhere in the U.S. within close proximity to an airport.

Other Skills: • Appreciation of and passion for open-source software

• Deep knowledge of Red Hat Ente

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