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