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)
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