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RedHat Senior Technical Account Manager in Hong Kong, Hong Kong

Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Global Customer Success team is looking for an experienced, enterprise-level engineer to join us as a Senior Technical Account Manager in Hong Kong. In this role, you will be a trusted advisor assigned to some of our customers to provide practical technical and architectural guidance for the Red Hat enterprise 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 achieve a resolution of such incidents. You'll work closely with our Engineering, Research and Development (R&D), 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 customer technical infrastructure and environment, hardware, and products 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 issues

  • 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

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

  • 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 as well as personal experience, that guide platform adoption

  • Engage with Red Hat's field teams, customers, and partners to ensure a positive technology experience and a successful outcome resulting in a long-term enterprise success

  • Communicate how specific Red Hat solutions and our cloud roadmap align to customer use cases

  • Travel, as necessary, to visit customers and attend events within the region

Required skills

  • 7+ years of experience in a support, development, engineering, or quality assurance (QA) organization

  • 7+ years of Linux or UNIX system administration experience

  • Technical knowledge of the Linux kernel and file system

  • 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

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

  • Competent comprehension of enterprise architecture and strategic business drivers

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

The following are considered a plus:

  • Bachelor's degree in a technology-related discipline, preferably computer science or engineering

  • Red Hat Certified Engineer (RHCE) certification

  • Experience working in the financial sector and a solid understanding of the banking environment

  • Prior experience in a technical leadership or mentorship role

  • Experience with training and presentation delivery

  • Experience working in DevOps environments

  • Experience in system management, cloud, or server virtualization

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.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Location HK-Hong Kong

Posting date 1 month ago (10/23/2019 7:17 AM)

Job ID 73912

Category Technical Support