The Red Hat Service team is looking for a Technical Account Manager to join us in Singapore. In this role, you will provide personalized, attentive support and mentorship, and build high-value relationships with a small set of enterprise customers as you try to understand their IT infrastructure, internal processes, and business needs. You will ensure that our customers receive access to solutions that enable their technical environments to run efficiently. As a Technical Account Manager, you will work closely with internal teams like Support Delivery, Engineering, and Product Management depending on the customer environments and needs and facilitate cooperation with their other vendors and advocate on their behalf. You will build up, maintain, and grow long-lasting loyalty between Red Hat and our customers. You will have the opportunity to shape the future of our technology along with subject matter experts and developers in the open source community.
Primary Job Responsibilities
- Develop relationships with customer key business and IT stakeholders and become an expert on their implementations by understanding their top business goals and priorities
- Understand customer technical infrastructure, hardware, processes, and offerings
- Deliver key portfolio updates and assist customers with product upgrades
- Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies
- Perform initial or secondary investigations and respond to online and phone support requests
- Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams
- Provide advice and guidance to customers about their current and future use of Red Hat's offerings
- Perform technical reviews and share knowledge to proactively identify and prevent issues
- Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans
- Build a sense of trust with customers and serve as their advocate within Red Hat
- Engage with Red Hat Engineering teams to help develop solutions, based on customer engagements and personal experience, that guide platform adoption
- Ensure a high level of customer experience with each qualified engagement
- Analyze and present periodic reviews of operational performance to customer leadership
- Establish and maintain parity with Red Hat's open hybrid cloud strategy
- Deliver trainings and presentations to customer associates
- Collaborate with third-party hardware and software vendors
- Travel, as necessary, to visit customers or attend internal events, following Red Hat's COVID-19 guidelines
Required Skills
- Combination of technical and customer-facing skills and willingness to embrace and develop both
- Excellent understanding of Linux and related technologies like management, networking, and storage
- Experience with IT automation platforms like Red Hat Ansible Automation Platform, Red Hat Satellite, and their concepts
- Prior experience working in a support, development, engineering, or quality assurance organization
- Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience
- Growth mindset and willingness to learn; as part of your onboarding and further development process, you will be expected to obtain specific technology certifications like Red Hat Certified Engineer (RHCE), Ansible, OpenShift Container Platform (OCP), or OpenStack Platform (OSP) certification
- Outstanding written and verbal communication skills in English
- Ability to explain complex information, like aligning Red Hat's offerings to customer needs or use cases, to customers in straightforward terms
- Effective collaboration skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency
The Following Are Considered a Plus
- Red Hat Certified Engineer (RHCE) certification
- Previous experience with Red Hat technologies like Red Hat Enterprise Linux (RHEL), Red Hat Satellite, Red Hat Ansible Automation Platform, Red Hat OpenShift Container Platform, Red Hat OpenStack Platform, etc.
- Experience with cloud computing and different cloud providers like Microsoft Azure, Amazon Web Services (AWS), Google Compute Platform (GCP), or IBM Cloud
- Bachelor's degree in a technology-related discipline, preferably computer science or engineering
- Prior experience serving in a technical leadership or mentorship role
