• Senior Technical Account Manager

    Location CN-Shenzhen
    Posting date 1 month ago(1/18/2019 8:52 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

    The Red Hat 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 offer premium support that builds, maintains, and grows long-lasting loyalty between Red Hat and our customers. As a 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 different environments of our customers, 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 the technical infrastructure, hardware, and offerings of our customers
    • 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

    Required skills

    • 5+ years of Linux or Unix system administration experience
    • Excellent understanding of Linux, the Linux kernel, and Linux file system
    • 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 the ability to convey complex information to customers both clearly and concisely; Cantonese is a plus
    • Understanding of enterprise applications like SAP, Veritas, or SAS
    • Bachelor's degree or equivalent in a technology-related discipline; degree in a computer science or engineering is a plus
    • Red Hat Certified Engineer (RHCE) certification is a plus
    • Willingness to travel, as necessary, to visit customers

    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.



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