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Posted about 1 year ago

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced and highly skilled support engineer with an overall of 6+ years of experience to join us as a Red Hat Platform (RHEL) Senior Technical Account Manager for our enterprise customers in Singapore. In this role, you'll provide personalized, proactive support and guidance, cultivating high-value relationships with customers as you seek to understand and meet their needs with the complete Red Hat portfolio of offerings. As a Senior Technical Account Manager, you will provide a level of premium support that builds, maintains, and grows long-lasting customer loyalty by advocating on behalf of our customers, facilitating collaboration with their other vendors, and tailoring support to each of their environments. At the same time, you'll work closely with our Engineering, R&D, Product Management, and Global Support teams to debug, test, and resolve issues.

  • Perform technical reviews and share knowledge to proactively identify and prevent issues
  • Understand the technical infrastructures, hardware, processes, and offerings of our customers
  • Perform initial or secondary investigations and respond to online and phone support requests
  • Deliver key portfolio updates and assist customers with upgrades
  • Manage customer cases and maintain clear and concise case documentation
  • Create customer engagement plans and keep documentation on customer environments updated
  • Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offerings
  • Engage with Red Hat's field teams and customers to ensure a positive platform and cloud technology experience and a successful outcome resulting in long-term enterprise success
  • Communicate how specific Red Hat’s platform and cloud solutions and our cloud roadmaps align to customer use cases
  • Capture the capabilities of Red Hat’s offerings and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycle
  • Engage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoption
  • Establish and maintain consistency with Red Hat’s platform and cloud technologies strategy
  • Contribute internally to the Red Hat team; share knowledge and best practices with the team members, contribute to internal projects and initiatives, and serve as a subject matter expert and mentor for specific technical or process areas
  • Travel to visit customers, partners, conferences, and other events as needed

  • Bachelor's degree in a science or technical field; engineering or computer science is preferred
  • 5+ years of experience as a support or development engineer for Platform-as-a-Service (PaaS) provider or hosting service
  • 5+ years of experience with Linux or Unix operating systems
  • Experience working in a support, development, engineering, or quality assurance (QA) organization
  • Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support
  • Direct experience with a variety of hardware vendors
  • Understanding of enterprise-class applications like Oracle, Veritas, and SAP
  • Excellent written and verbal communication skills in English
  • Upstream involvement in open source projects and patches submitted upstream are a plus
  • Excellent reading and writing skills in English
  • Ability to convey information to customers in a clear and concise manner
  • Singapore citizenship or a work visa allowing the candidate to work in Singapore

The following skills are considered a plus:

  • Experience with Linux operating system installation, configuration, upgrade, and maintenance
  • Technical knowledge of the Red Hat OpenStack Platform and Red Hat OpenShift Container Platform
  • Knowledge of any of the Association of Southeast Asian Nations (ASEAN) languages

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.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.