• Senior Technical Account Manager

    Location ID-Jakarta
    Posting date 2 months ago(12/20/2018 3:15 AM)
    Job ID
    66533
    Category
    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

    The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced and highly skilled support engineer to join us as a Senior Technical Account Manager (TAM) in Jakarta, Indonesia. In this role, you will provide personalized, proactive support and guidance, grow high-value relationships with our enterprise customers, and seek to understand and meet their needs with regards to the complete Red Hat OpenShift Container Platform portfolio of offerings. As a Senior TAM, you will provide a level of premium support for our customers. You will build, maintain, and grow long-lasting customer loyalty by tailoring support for each of the customer environments, facilitating collaboration with customer vendors, and advocating on behalf of our customers. This role will be based at the Jakarta Red Hat offices in Indonesia. Successful applicants must reside in a country where Red Hat is registered to do business.

    Primary job responsibilities

    • Create technical support reviews and proactively identify and prevent issues in customer environments
    • Manage overall customer support requirements including root cause analysis (RCA)
    • Deliver key Red Hat OpenShift Container Platform portfolio roadmap updates and assist customers with the upgrades of our offerings
    • Become a Red Hat advocate and a solutions adviser for our customers
    • Collaborate with Engineering, Product Management, and Technical Support teams
    • Work closely with the Sales, Services, Consulting, and Solutions teams to manage customers
    • Partner with Red Hat’s key cloud partners like Microsoft to jointly solve multi-vendor customer issues
    • Commit to provide the best experience possible for Red Hat’s customers
    • Travel as necessary to visit customers

    Required skills

    • Bachelor's degree in a science or technical field, engineering, or computer science is a plus
    • 6+ years of experience as a support or development engineer for Platform-as-a-Service (PaaS) provider or a hosting service
    • 6+ years of experience with Linux or UNIX operating systems
    • Experience with Linux system installations, configurations, upgrades, and maintenance is a plus
    • Experience working with hosted applications or large scale application deployments
    • Experience with Docker, Kubernetes, Open vSwitch, Red Hat Middleware, Apache Tomcat, Node.js, Ruby and Python web frameworks, Microsoft Azure, and .NET technologies
    • Experience with and knowledge of tools like cURL, Git, strace, and Wireshark to investigate and troubleshoot technical issues
    • Experience with developer workflows, continuous integration (Jenkins) and continuous deployment paradigms
    • Upstream involvement, like submitting patches, in open source projects is a plus
    • Excellent reading comprehension and business writing skills in English and in local language of Indonesia
    • Ability to convey information to customers in a clear and concise manner
    • Indonesian citizenship or authority to work in Indonesia

    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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