Technical Account Manager

Job Summary

Red Hat is looking for an experienced and highly skilled engineer to join us as a Technical Account Manager(TAM) based in Hong Kong. The Technical Account Manager delivers strategic technical and architectural guidance to key customers enabling them to optimize their Red Hat infrastructure. This role cultivates strong relationships develops deep technical expertise of customer environments and exercises good judgment to make informed decisions that impact customer success. The TAM is responsible for working independently with minimal instruction to resolve moderately complex technical issues. This role proactively coaches customers on best practices for utilizing Red Hat solutions anticipates and mitigates potential customer challenges serving as a trusted advisor and advocate for assigned accounts. The TAM demonstrates a solid understanding of customer business needs and technical environments contributing significantly to customer success and retention.

Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.

Primary Job Responsibilities

• Support customers implementing automated and containerized cloud application platform solutions

• Manage customer cases and ensure customer issues are handled and resolved in a timely manner by collaborating with support team

• Learn new technologies quickly including topics like container orchestration container registries container build strategies and microservices on container platforms

• Perform technical reviews and share knowledge to identify and prevent issues

• Gain understanding of customer technical infrastructures hardware and offerings and serve as a customer advocate within Red Hat

• Collaborate with the engineering Research and Development (R&D) product management and technical support teams to address customer requirements

• Ensure high level of customer satisfaction with each qualified engagement through the complete solution adoption life cycle

• Engage with Red Hats field teams customers and partners to ensure a positive cloud technology experience and a successful outcome resulting in long-term enterprise success

• Create documentation regarding customer issues and technical details on how to resolve them

• Travel as necessary to visit customers conferences and other events

Required skills

• Bachelors degree in a technology-related discipline; computer science and engineering is preferred

• 5 years of experience as an enterprise administrator or providing technical support in a development environment

• Competent comprehension of enterprise architecture and strategic business drivers

• Extensive technical knowledge of OpenShift technologies like Kubernetes and Containers

• Experience with enterprise cloud solutions like Platform-as-a-Service (PaaS) cloud management and IT automation

• Experience in Java application platform and application server technologies like JBoss Web ServerSingle Sign-On ActiveMQ Kafka etc

• Ability to manage multiple issues and projects while maintaining a high attention to detail

• Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support

• Outstanding written and verbal communication skills in Cantonese and English

• Ability to convey complex information to customers in a clear and concise manner

• Proven ability and willingness to learn new open source middleware technologies

The following are considered a plus:

• Experience working in DevOps environments

• Software engineering background; experience with container and Java technologies

• Experience deploying applications in cloud environments

• Experience developing containerized applications

• Good comprehension of continuous integration (CI) and continuous delivery (CD) concepts

• Familiarity with source code management tools like Git or SVN

About Red Hat

Red Hat is the worlds 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. Were 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 Hats 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)
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.

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