About the job

　　The Red Hat Services team is seeking an experienced and highly skilled Technical Account Manager (TAM) in the Philippines. In this role, you'll work with a small set of key customers to provide practical technical and architectural guidance for the Red Hat OpenShift Platform and Red Hat Enterprise Linux. You will build relationships with your customers, develop a deep technical understanding of their Red Hat implementation, share technical best practices for long-term supportability, act as point of contact for any major incidents, and manage the customer’s expectations and communication through resolution of such incidents. You will tailor the support experience 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 Delivery teams to debug, test, and resolve issues. You must be a team focused person who enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, building relationships, has excellent collaboration skills, is able to learn new technologies quickly, and uses their time efficiently.

　　What you will do

　　Develop relationships with key business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities

　　Perform technical reviews and share knowledge to proactively identify and prevent issues and provide best-practice advice for their long-term supportability

　　Forewarn customers of technology changes or potential disruptions to their service and then advise on mitigation strategies

　　Provide best practice advice and guidance to customers about their current and future Red Hat products

　　Troubleshoot technical issues and manage issue resolution with Red Hat support and customer teams

　　Complete analysis and present periodic reviews of operational performance to customer leadership

　　Manage customer support cases and maintain clear and concise case documentation

　　Create customer engagement and success plans and keep the documentation on the customer's environment updated

　　Manage and grow customer relationships by delivering attentive, relationship-based support

　　Build trust with customers and serve as their advocate within Red Hat

　　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 and mentor for specific technical or process areas

　　Partner closely with Red Hat Engineering, Product Management, and Technical Support teams to debug, test, and resolve issues

　　What you will bring

　　5+ years of experience working in an application support, development, engineering, or quality assurance organization

　　Ability to manage and grow existing enterprise customer relationships by delivering proactive, relationship-based support

　　Outstanding verbal and written communication skills; ability to convey complex information to customers clearly and concisely

　　Competent comprehension of enterprise architecture and key business drivers

　　Ability to manage multiple issues and projects with an eye for detail

　　Direct experience with a variety of hardware and software vendors

　　The following are considered a plus:

　　Experience in system management, application development, cloud or server virtualization, solutions architecture

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

　　Red Hat Certified Engineer (RHCE) / or any other Red hat Certification.

　　Hands On Experience with any Virtualization and Public Cloud Provider.

　　Prior experience in a technical coaching or mentorship role

　　Experience with training and presentation delivery

　　Experience working in DevOps environments

　　Software engineering background; experience with RPM-based Linux and Java technologies

　　Experience deploying applications in cloud environments

　　Experience developing containerized applications

　　#LI-SH4

　　About Red Hat

　　Red Hat is the world’s leading provider of enterpriseopen source (https://www.redhat.com/en/about/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.

　　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.

　　Posting Location : Location PH-Makati

　　Posting date 2 months ago (1/4/2024 8:15 PM)

　　Job ID 101055

　　Workday ID R-035873