Red hat Senior Technical Account Manager - Platform 

China, Shanghai 

6205209

RHEL ( primary) and Ansible/OpenShift (secondary) products. You will provide personalized, attentive, proactive support and mentorship to assigned strategic enterprise customers. You will establish high-value relationships with key stakeholders to understand their environment, including IT infrastructure, internal processes, and business requirements. You will share technical best practices and serve as a point of contact for any major incidents, managing customer expectations and communications leading to the resolution of such incidents.

This is not a sales role. As a Technical Account Manager, you will work closely with Sales, Solution Architect, Engineering, Product Management, and Global Support teams to debug, test, and

resolve issues. You'll need to be able to work as part of a team, enjoy working hard, and be professional and dedicated to meeting and exceeding expectations and building relationships. You'll also need to have excellent collaboration skills and ability to learn new technologies quickly and leverage different resources to resolve problems.

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.

• Be familiar with customer technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat.

• Troubleshoot technical issues and drive issue escalation with Red Hat internal teams and customer teams.

• Manage customer cases and maintain clear and concise case documentation.

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

• Forewarn customers of technology changes or potential disruptions to their service and advice on mitigation strategies.

• Provide advice and guidance to customers about their current and future Red Hat product roadmap.

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

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

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

• Travel, as necessary, to visit customers and attend events within the region

What you will bring

• 5+ years experience in a support, development, engineering, or quality assurance organization.

• 5+ years of Linux or UNIX system administration or developing experience with kernel/file system/networking/memory etc.

• Familiar with C programming.

• Familiar with Shell or Python programming.

• Familiar with Linux debugging tools like tcpdump, strace, ftrace, ebpf, systemtap.

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

• Ability to manage multiple issues and projects while maintaining high attention to detail.

• Outstanding verbal and written communication skills in both Mandarin and English; ability to convey complex information to customers clearly and concisely.

• Competent comprehension of enterprise architecture and strategic business drivers.

• Experience with training and presentation delivery

The following are considered a plus:

• Experience in handling kernel problems, proficiency in kernel debugging tools and methods, and kernel tuning and optimization are preferred.

• Experience in with the implementation principles of Kernel's memory management, file system, scheduling management and other components.

• Experience in system management, cloud or server virtualization

• Experience in Ansible, Virtualization,Ceph or kubernetes technology

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

• Red Hat Certified Engineer (RHCE) or Red Hat Certified Architect(RHCA) certificate.

• Direct experience with a variety of hardware vendors