Technical Account Manager - RHOCP and RHEL
Skills
About the role
Red Hat's Services team is seeking an experienced and highly skilled Technical Account Manager to join us in Singapore for our customers covering Red Hat OpenShift Container Platform and Red Hat Enterprise Linux.
In this role, you'll provide proactive technical engagement and guidance, and cultivate high-value relationships with clients as you seek to understand and meet their needs with the complete Red Hat portfolio of products.
As a Technical Account Manager, you will provide a level of premium advisory-based support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customer's environments, facilitating collaboration with their other vendors, and advocating on the customer's behalf.
Primary job responsibilities :
Perform technical reviews, share knowledge to proactively identify and prevent issues
Develop and support the implementation of solutions for complex technical challenges.
Understand your customers' technical infrastructures, hardware, processes, and offerings
Perform investigations and respond to online and phone support requests
Manage customer cases and maintain clear and concise case documentation
Develop and maintain a TAM Engagement Plan to guide the engagement activities and demonstrate the value and impact on the customer business.
Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption lifecycle of our offerings
Engage with Red Hat's field teams and customers to ensure a positive Red Hat product & technology experience and a successful outcome resulting in long-term success
Partner closely with our Engineering, Product Management, Global Support Services, Sales & Services teams to debug, test, and resolve issues.
Contribute to the development of best practices and internal training materials.
Capture Red Hat product capabilities and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycle
Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a subject matter expert (SME) and mentor for specific technical and process areas
Travel to visit customers, partners, conferences, and other events as needed
Required skills :
Bachelor's degree in a technology-related discipline, preferably computer science or engineering
Competent reading and writing skills in English
Ability to effectively manage and grow existing enterprise customers by delivering proactive, relationship-based, best-in-class support
Red Hat Openshift Container Platform
Experience in Red Hat OpenShift Container Platform (RHOCP) or Kubernetes or Dockers cluster management
Understanding of RHOCP Architecture & different types of RHOCP installations
Experience in RHOCP Troubleshooting and data/logs collection
Good understanding of continuous integration (CI) and continuous delivery (CD) concepts
Experience working in DevOps environments
Strong working knowledge of Prometheus, Grafana, GitOps ArgoCD , ACS , ACM will be considered a plus
Red Hat Enterprise Linux
5+ years of Linux or UNIX system administration experience
Experience in system management, cloud, or server virtualization is a plus
Red Hat Certified Engineer (RHCE) or relevant certification is a plus
Upstream involvement in open source projects is a plus
Experience with automation frameworks and tools like Red Hat Ansible Automation Platform is a plus
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