• Perform technical reviews and share knowledge to proactively identify and prevent issues • Gain an understanding of customers' technical infrastructure and environment, hardware, and products • Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues • Provide advice and guidance to customers about their current and future Red Hat products • Advise customers on the architectural design and maintenance of Red Hat Satellite and IdM deployments to ensure scalable system management and secure identity lifecycle. • Manage customer use cases and maintain clear and concise case documentation • Manage customer cases, maintain clear and concise case documentation, and deliver value to customers through documenting and sharing learnings from cases through a defined knowledge management process • Serve as the customer's advocate within Red Hat