Technical Account Manager

Red Hat's Services team is seeking an experienced and highly skilled Technical Account Manager to join us in Singapore for our customers covering Red Hat OpenShift Container Platform and Middleware portfolio.

In this role, you'll provide proactive technical engagement and guidance, and cultivate high-value relationships with clients as you seek to understand and meet their needs with the complete Red Hat portfolio of products.

As a Technical Account Manager, you will provide a level of premium advisory-based support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customer's environments, facilitating collaboration with their other vendors, and advocating on the customer's behalf.

Primary job responsibilities:

• Perform technical reviews, share knowledge to proactively identify and prevent issues

• Develop and support the implementation of solutions for complex technical challenges.

• Understand your customers' technical infrastructures, hardware, processes, and offerings

• Perform investigations and respond to online and phone support requests

• Manage customer cases and maintain clear and concise case documentation

• Develop and maintain a TAM Engagement Plan to guide the engagement activities and demonstrate the value and impact on the customer business.

• Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption lifecycle of our offerings

• Engage with Red Hat's field teams and customers to ensure a positive Red Hat product & technology experience and a successful outcome resulting in long-term success

• Partner closely with our Engineering, Product Management, Global Support Services, Sales & Services teams to debug, test, and resolve issues.

• Contribute to the development of best practices and internal training materials.

• Capture Red Hat product capabilities and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycle

• Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a subject matter expert (SME) and mentor for specific technical and process areas

• Travel to visit customers, partners, conferences, and other events as needed

Required skills:

• Bachelor's degree in a technology-related discipline, preferably computer science or engineering

• Competent reading and writing skills in English

• Ability to effectively manage and grow existing enterprise customers by delivering proactive, relationship-based, best-in-class support

• Experience in Red Hat OpenShift Container Platform (RHOCP) or Kubernetes or Dockers cluster management

• Understanding of RHOCP Architecture & different types of RHOCP installations

• Experience in RHOCP Troubleshooting and data/logs collection

• Good understanding of continuous integration (CI) and continuous delivery (CD) concepts

• Experience working in DevOps environments

• Experience in Red Hat Middleware portfolio.

• Strong working knowledge of Prometheus, Grafana, Gitops ArgoCD , ACS , ACM will be considered a plus

• Experience in Red Hat Enterprise Linux as a plus.

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

• Experience with automation frameworks and tools is a plus

• Upstream involvement in open source projects is a plus