Technical Account Manager

Location CN-Shenzhen
Posting date 1 week ago(3/12/2018 10:24 AM)
Job ID
Technical Support

Company Description

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.

Job summary

Offer premium support that builds, maintains, and grows long-lasting loyalty between Red Hat and our customers. Red Hat's Customer Experience and Engagement (CEE) team is looking for an experienced support engineer to join us as a Technical Account Manager for our enterprise customers in Shenzhen, China. 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 provide personalized support and guidance, cultivating meaningful relationships with our customers as you seek to understand their IT infrastructures, internal processes, and business needs. As a Technical Account Manager, you will 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.

Primary job responsibilities

  • Perform technical reviews and share knowledge to identify and prevent issues
  • Understand and support our customers' technical infrastructures, hardware, and offerings
  • Perform initial or secondary investigations and respond to online and phone support requests
  • Deliver key portfolio updates and help our customers successfully implement upgrades of their offerings
  • Manage customer cases, maintaining clear and concise case documentation
  • Build a sense of trust with customers and serve as their advocate within Red Hat
  • Willingness to travel as necessary to visit customers

Required skills

  • 5+ years of Linux or UNIX system administration experience
  • Expertise in Red Hat OpenStack Platform and its components, virtualization, or containers
  • 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
  • Understanding of enterprise applications like SAP, Veritas, or SAS
  • Ability to convey complex information to customers in a clear and concise manner
  • Excellent written and verbal communication skills in Mandarin and English; Cantonese is a plus
  • Bachelor's degree or equivalent in a technology-related discipline; 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, uniformed services, 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.



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