Red Hat Technical Account Manager in Beijing, China
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.
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 Beijing, China. In this role, you will not sell software licenses or pay-per-incident support, but instead help our customers receive innovative 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 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, 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 our customers' technical infrastructure, hardware, and offerings
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
Travel as necessary to visit customers
5+ years of Linux or UNIX system administration experience
Bachelor's degree or equivalent in a technology-related discipline; computer science or engineering is a plus
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; knowledge of Cantonese is a plus
Understanding of enterprise applications like SAP, Veritas, or SAS
Understanding of other technologies like Ansible, Container, OpenShift and Kubernetes, OpenStack, etc. is a plus
Red Hat Certified Engineer (RHCE) certification is an advantage
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.
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Job ID 66363
Category Technical Support