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RedHat Senior Technical Account Manager - Telco and NFV in Tokyo, Japan

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

Red Hat's Global Customer Success team is looking for an experienced and highly skilled support engineer to join us as a Senior Technical Account Manager for our enterprise customers in Tokyo, Japan. In this role, you will provide personalized, proactive support and guidance and cultivate high-value relationships with customers as you seek to understand their IT infrastructures, internal processes, and business needs. The technical account management service that you’ll be providing is a premium support offering that builds, maintains, and grows long-lasting customer loyalty. As a Senior Technical Account Manager, you will tailor support for our customers' environment, facilitate collaboration with their other vendors, and advocate on their behalf by working closely with our Engineering, R&D, Product Management, and Global Support teams to debug, test, and resolve issues.


Primary job responsibilities

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

  • Understand your customers' technical infrastructure, hardware, and offerings

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

  • Provide excellent customer support for customers regarding their Red Hat’s offerings

  • Manage customer cases and maintain clear and concise case documentation

  • Serve as a customer advocate within Red Hat

  • Travel, as necessary, to visit customers

  • テクニカルレビューによって、将来起こる可能性のある問題を指摘します。

  • 顧客のハードウエアなども含めた環境を理解します。

  • 顧客からサポートリクエストがあった場合、顧客の窓口となります。

  • レッドハット製品に関する、より高度なテクニカルサポートを提供します。

  • 顧客からのサポート依頼を管理し、問題点を整理します。

  • 顧客満足度の維持に貢献します。

  • 定期的に顧客を訪問し、対面でのミーティングを行います。

Required skills

  • 7-10 years of experience with enterprise-wide technical support experience; telco and NFV experience is a plus

  • Excellent customer service abilities; ability to grow existing customer and partner relationships

  • Deep understanding of Linux internals, including performance tuning experience, troubleshooting, bug fix updates, and core builds

  • Thorough knowledge of system management, clustering and storage management, and virtualization

  • Exceptional analytical and problem-solving skills

  • Excellent communication and customer management skills

  • Ability to manage crucial meetings and define technical and non-technical action plans

  • Ability to technically manage accounts as a trusted technical adviser

  • Ability to work well both within a team and on your own

  • Red Hat Certified Engineer (RHCE) or Red Hat Certified System Administrator (RHCSA) certification, or ability to pursue certification within 30 days of being hired

  • Written and verbal communication skills in English

  • Experience with and knowledge of Red Hat OpenStack Platform is a plus

  • 7-10年以上のエンタープライズ顧客を対象とした、テクニカルサポートの経験

  • 顧客やパートナーとの技術的なコミュニケーションを行うスキルLinux関する技術的な知識。特に、パフォーマンスチューニング、障害解析、Bug fix、ソースコード解析。

  • システム管理、クラスター、ストレージ、仮想化に関する知識障害解析の知識と経験

  • いかなる状況でも、顧客を落ち着かせ、必要な情報を引き出す、コミュニケーションスキル。

  • RHCE取得か同等であること。取得していない場合は入社後の取得をお願いします。

  • Red Hat OpenStack Platform, Red HatOpenshiftの経験は加点クリティカルな状況をテクニカルか否かに関わらず管理する能力。

  • 母国語と同等レベルの日本語と、英語でのコミュニケーションに支障がないこと。

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, uniformed services, 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.

Job ID 70899

Category Technical Support