The Red Hat Global Customer Success team is looking for a Platform Technical Account Manager with management experience to join us as in Taiwan. In this role, you will work with a small set of key enterprise customers to provide architectural guidance and implementation advice for the Red Hat Enterprise Linux to maximize their return on a significant investment in this technology. This is not a sales role. You'll be a dedicated customer engagement associate and a member of the Red Hat engineering and technical support teams. As a Platform Technical Account Manager, you'll provide personalized, active support and guidance that cultivates meaningful relationships with our customers as you seek to understand their IT infrastructures, internal processes, and business needs. You will tailor 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, Research and Development, 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
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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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. Opportunities are open. Join us.
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.
Equal Opportunity Policy (EEO)
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.
Taiwan
