Jakarta - MSO, Indonesia
Hybrid
About the Job:
Red Hat South East Asia TAM team is looking for an experienced, enterprise-level engineer to join us as a Technical Account Manager. In this role, you will serve as a trusted advisor who will work with a small set of key strategic customers to provide practical technical and architectural guidance for the Red Hat Enterprise Linux / OpenShift Container Platform. 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 to a resolution of such incidents. As a Technical Account Manager, you will work closely with our Engineering, 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 communication, collaboration skills, and the ability to learn new technologies quickly and use your time efficiently.
What You Will Do:
Support customers in Day-2 operations as they deploy automated, containerized applications on a hybrid cloud platform.
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 customer technical infrastructures and environments, hardware, and offerings
Create customer engagement plans and keep the documentation on customer environments updated
Participate in issues and act as an advocate for customers during the triage and resolution of high-severity cases, driving business reliability and customer satisfaction
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 issues
Regularly contribute to the Red Hat knowledge base and share best practices with peers and colleagues
Engage with Red Hat's solutions engineering teams to help develop solution 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 country or region
What You Will Bring
Solid skills and background in Red Hat OpenShift or a similar Kubernetes distribution
Experience in system installation, configuration, upgrading, and maintenance of Red Hat Enterprise Linux (RHEL) or other Linux distributions
Strong analytical capabilities combined with proficiency in debugging and troubleshooting in technical environments
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
Aptitude to learn new open source technologies quickly
The Following Are Considered a Plus
Bachelor's degree in a technology-related discipline, preferably computer science or engineering
Experience working in a Technical Account Management, Product Support, DevOps, or Engineering role
Software engineering background; experience with RPM-based Linux and Java technologies
Experience developing code at scale on source control structures
Experience with agile software methodologies, including test-based development, test planning, test case design, test script automation, and documentation
Experience deploying applications in cloud environments
Experience in developing and managing containerized applications
Good grasp of CI/CD concepts
Upstream involvement in open source projects
#LI-VG11
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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