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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 Global Customer Success team is looking for a Technical Account Manager with container-based software deployment and management experience to join us as in Shenzhen, China. In this role, you will work with a small set of key enterprise customers to provide architectural guidance and implementation advice for the Red Hat OpenShift Container Platform to maximize their return on a significant investment in this technology. This is not a sales role. You'll be a dedicated customer engagement associate and a member of Red Hat’s engineering and technical support teams. As a Technical Account Manager, you'll provide personalized, active support and guidance that cultivates meaningful relationships with our customers as you seek to understand their IT infrastructures, internal processes, and business needs. You will tailor support for each customer environment, facilitate collaboration with their other vendors, and advocate on their behalf. At the same time, you'll work closely with our Engineering, Research and Development, Product Management, and Global Support teams to debug, test, and resolve issues.

  • 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, R&D, product management, and technical support teams
  • Manage customer cases, maintaining clear and concise case documentation
  • Ensure high level of customer satisfaction with each qualified engagement through the complete solution adoption life cycle
  • 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
  • Create documentation regarding customer issues and technical details on how to resolve them
  • Travel, as necessary, to visit customers, partners, conferences, and other events

  • 5+ years of Linux or Unix system administration experience
  • Expertise in Red Hat OpenStack Platform and its components, virtualization, or containers
  • Expert at Linux operating system troubleshooting; ability to troubleshoot issues with the underlying components of Red Hat OpenStack when investigating incidents or testing new features and projects
  • Practical experience with a variety of hardware vendors
  • Ability to manage multiple issues and projects while maintaining high attention to detail
  • Ability to deliver high-quality support to solidify existing enterprise customer and partner relationships
  • Experience working in or with a support, development, engineering, or quality assurance organization
  • Ability to convey complex information to customers in a clear and concise manner
  • Excellent verbal and written communication skills in Mandarin and English, Cantonese is a plus
  • Bachelor's degree or equivalent in a technology-related discipline; bachelor’s degree in a computer science or engineering is a plus
  • Red Hat Certified Engineer (RHCE) certification is a plus
  • Experience in training or presentation delivery is a plus

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.