Red Hat South East Asia TAM team is looking for an experienced, enterprise-level engineer to join us as a 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 RHEL / 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, 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
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 issues
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 Hats 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
5+ years of experience working in 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
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 MW
Bachelor's degree in a technology-related discipline, preferably computer science or engineering
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 MW
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
For more information on the technical account manager role please refer to:
https://www.redhat.com/en/services/support/technical-account-management
https://www.redhat.com/en/blog/tag/technical-account-managers
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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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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. Opportunities are open. Join us.
Diversity, Equity & 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 diverse 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 of diversity 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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