About the job:
Red Hat's Global Customer Success team is looking for an experienced, enterprise-level engineer to join us as a Senior Technical Account Manager in Jakarta, Indonesia. 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 OpenShift Container Platform and Middleware Product Family. 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 leading to 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-
- 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-
- 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
What you will bring:
- 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), Dockers, and Kubernetes, JBOSS, 3scale, Openshift- 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 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 (Red Hat Ansible Automation)- Experience working in DevOps environments- Software engineering background; experience with RPM-based Linux and Java technologies- Good understanding of continuous integration (CI) and continuous delivery (CD) concepts
For more information on the technical account manager role please refer to:
LI-HC1
