Senior Technical Account Manager

2 months ago

Singapur, Singapore Red Hat Asia-Pacific PTE LTD Full time

About The Job

The Red Hat South East Asia Technical Account Management (TAM) team is looking for an experienced, enterprise-level engineer to join us as a Senior Technical Account Manager based in Singapore. 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 Application Services products portfolio. 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 Senior Technical Account Manager, you will work closely with our Engineering, 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.

What You Will Do

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

Support enterprise customers on 3 products portfolio for runtimes, integration and business automation.

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

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 country or region
 

What You Will Bring

5+ years of experience working in customer support, development, engineering, or quality assurance (QA) organization

5+ years of expertise working on JBOSS, Fuse, AMQ, SSO, 3scale

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 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 contanarised and cloud technology

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

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

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
 

For more information on the technical account manager role please refer to:

#LI-SH4

About Red Hat
is the world’s leading provider of enterprise software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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. Opportunities are open. Join us.

Diversity, Equity & 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 diverse 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 of diversity 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.


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.


Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email . General inquiries, such as those regarding the status of a job application, will not receive a reply.

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