Senior Technical Account Manager Platform (RHEL) and Automation
Red Hat
- Singapore
- Permanent
- Full-time
- 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 customers’ technical infrastructures and environments, hardware, 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
- 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 region, following Red Hat’s COVID-19 guidelines
- 5+ years of experience working in a customer support, development, engineering, or quality assurance (QA) organization
- 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
- Experience with or working knowledge of Red Hat Enterprise Linux (RHEL), Docker, Kubernetes, Ansible
- Aptitude to learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms
- Experience with system management, cloud, or server virtualization
- Bachelor's degree in a technology-related discipline, preferably computer science or engineering
- Red Hat Certified Engineer (RHCE) certification
- 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, and IT automation
- 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