Senior Technical Account Manager -- Platform

Red Hat's TAM Practice team is looking for a Senior Technical Account Manager for our enterprise customers in Taiwan. In this role, you will not sell software licenses or pay-per-incident support, but instead help our customers get industry-leading resources that will enable their technical environments to run efficiently so that they can focus on growing their businesses. You’ll offer premium support that builds, maintains, and grows long-lasting loyalty between Red Hat and our customers. As a Senior Technical Account Manager, you'll provide personalized support and guidance, cultivating meaningful relationships with our customers as you seek to understand their IT infrastructures, internal processes, and business needs. You’ll tailor your support for each customer's environment, facilitate collaboration with their other vendors, and advocate on their behalf. 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.

What you will do

• 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

• Manage customer cases, maintaining clear and concise case documentation

• Perform initial or secondary investigation and respond to online and phone support requests

• Partner with Red Hat strategic cloud partners to jointly solve multi-vendor customer issues

• Manage workload to ensure all customer issues are handled and resolved in a timely manner by collaborating with support team

• Collaborate with the engineering, Research and Development (R&D), product management, and technical support teams

• 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

What you will bring

• 5+ years of Linux or UNIX system administration experience

• Excellent understanding of Linux, the Linux kernel, Linux file system or Linux networking

• 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 in a support, development, engineering, or quality assurance organization

• Outstanding written and verbal communication skills in both Mandarin and English with an ability to convey complex information to customers both clearly and concisely

• Understanding Ansible, Virtualization or Ceph technology is a plus

• Understanding of enterprise applications like SAP, Veritas, or SAS

• Cantonese is a plus

• Bachelor's degree or equivalent in a technology-related discipline 

• Red Hat Certified Engineer (RHCE) certification is a plus

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About Red Hat

Red Hat is the world’s 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 work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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.

Diversity, Equity & Inclusion at Red Hat
Red Hat’s 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.

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