Technical Account Manager

RED HAT ASIA PACIFIC PTE LTD; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading tech company in Asia is looking for a Senior Technical Account Manager to provide top-tier support and guidance to strategic enterprise customers. This role requires over 5 years of experience in customer support or engineering, along with strong technical knowledge of Red Hat Middleware Products. You will work collaboratively with various teams to enhance customer experiences, resolve technical issues, and promote best practices. Candidates must possess excellent communication skills and a passion for learning new technologies.

Qualifications

• 5+ years of experience in customer support, development, or engineering.
• Expertise in Red Hat Middleware Products like JBoss, Fuse.
• Outstanding verbal and written communication skills.

Responsibilities

• Manage and grow customer relationships with attentive support.
• Perform technical reviews to identify and prevent issues.
• Collaborate closely with engineering and support teams.

Skills

Customer support experience

Communication skills

Technical knowledge of Red Hat Middleware Products

Ability to manage multiple projects

Quick learner of new technologies

Education

Bachelor's degree in technology-related discipline

Tools

Red Hat OpenShift

Kubernetes

Job description

Red Hat South East Asia TAM team is looking for an experienced, enterprise-level engineer to join us as a Senior Technical Account Manager in Singapore. 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 Enterprise Linux / OpenShift Container Platform / Red Hat JBoss. 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 Senior 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 Hat’s 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
• 5+ years of expertise working on Red Hat Middleware Products, ie. JBoss, Fuse, AMQ, Data Grid
• 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 Middleware
• 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 Middleware
• 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
• Software engineering background; experience with RPM-based Linux and Java technologies
• Good understanding of continuous integration (CI) and continuous delivery (CD) concepts