Job Summary:
Red Hat's South East Asia Technical Account Management (TAM) Practice is looking for an experienced, enterprise-level engineer to join us as a Senior Technical Account Manager in Singapore. In this role, you will serve as a trusted advisor who will work with our key strategic accounts to provide practical technical and architectural guidance for the Platform (RHEL) and OpenShift. 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 any major incidents, managing customer expectations and communications leading to resolution of such incidents.
As a Senior 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 to have excellent collaboration skills and ability to learn new technologies quickly and use their time efficiently.
Primary Job Responsibilities:
- 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 the documentation on customer environments updated
- 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 solutions 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
- Travel, as necessary, to visit customers and attend events within the region, following Red Hat’s COVID-19 guidelines
Required Skills:
- 5+ years of experience working in a 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
- Experience with or working knowledge of Red Hat Enterprise Linux (RHEL), Docker, Kubernetes, Ansible
- Aptitude to learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
The Following Are Considered a Plus
- Experience with system management, 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 working in a technical leadership or mentorship role
- Experience with training and presentation delivery
- Expertise with enterprise cloud solutions like Platform-as-a-Service (Red Hat OpenShift), containers, Kubernetes, and IT automation
- Experience working in DevOps environments
- Software engineering background; experience with RPM-based Linux and Java technologies Experience deploying applications in cloud environments
- Experience developing containerized applications
- Good understanding of continuous integration (CI) and continuous delivery (CD) concepts
About Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
Equal Opportunity Policy (EEO)
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, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
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