Red hat Technical Account Manager 

Japan, Tokyo 

771644175

Job Summary:

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 to a resolution of such incidents. As a Technical Account Manager, you will work closely with our Engineering, R&D, 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 use their time efficiently.

Primary Job Responsibilities:

• 信頼関係を大切にし、社内チームと協力してお客様の満足度を高め、ビジネスの拡大で長期的な成功を目指す。

• 将来の問題に対して予測し、予防策を提案する。

• お客様の環境、要件、ビジネスニーズを深く理解し、問題解決を支援することで、高度な製品サポートを提供する。

• お客様のユースケースとRed Hatのクラウド製品ロードマップの整合性を高め、最適なソリューションを提供できるよう支援する。

• 定期的なお客様訪問を行い、直接のコミュニケーションを通じて関係を強化する。

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

• Build a sense of trust with customers and serve as their advocate within Red Hat

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

• Gain an understanding of customer technical infrastructures and environments, hardware, and offerings

• Create customer engagement plans and keep the documentation on customer environments updated

• Support enterprise customers, implementing automated and containerized cloud application platform solutions

• Perform initial or secondary investigations and respond to online and phone support requests

• Partner closely with Red Hat's engineering, product management, and technical support teams to debug, test, and resolve issues

• Regularly contribute to the Red Hat knowledge base and share best practices with peers and colleagues

• Participate in internal projects and initiatives and serve as a subject matter expert and mentor for specific technical or process areas

• Deliver key portfolio updates and help our customers successfully implement upgrades

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

• Engage with Red Hat's solutions engineering teams to help develop solutions patterns based on customer engagements as well as personal experience that will guide platform adoption

• 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

• Communicate how specific Red Hat’s cloud solutions and our cloud roadmap align with customer use cases

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

Required Skills:

• 5年以上のエンタープライズでのテクニカルサポート経験を有し、障害解析を含む技術的なサポートとテクニカルアドバイザとしての能力。

• お客様との関係を大切にし、サードパーティベンダや社内チームとの円滑なコミュニケーションを通じて、サポートを提供する能力。

• コンテナプラットフォーム上のオーケストレーション、レジストリ、ビルド・デプロイパイプライン、マイクロサービスなどを含む関連する新技術を積極的に学ぶ意欲と能力。

• エンタープライズのシステムアーキテクチャや市場の動向、戦略的なビジネス目標に関する知識と理解。

• 日本語およびビジネスレベルの英語で、文書および口頭でのコミュニケーションにおいて、複雑な情報を明確かつ簡潔に伝える能力。

• チーム内での協調性と協力性を発揮し、効果的に働く能力。

• 5+ years of experience working in customer support, development, engineering, or quality assurance (QA) organization

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

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

• Competent comprehension of enterprise architecture and strategic business drivers

• Ability to manage multiple issues and projects with a focus on detail

• Aptitude to learn new technologies quickly, including topics like container orchestration, container registries, container build strategies, and microservices on container platforms

プラスとなるスキル:

• OpenShift あるいは KubernetesのTAM、テクニカルサポートの経験。

• システム管理、クラウド、またはミドルウェアでの経験。

• コンピュータサイエンスまたはエンジニアリングの分野で学士号。

• テクニカルリーダーシップまたはメンターとしての経験。

• トレーニングおよびプレゼンテーション配信の経験。

• Platform-as-a-Service（Red Hat OpenShift）、コンテナ、Kubernetes、ミドルウェアなどのエンタープライズクラウドソリューションに関する専門知識。

• DevOps環境での作業経験。

• ソフトウェアエンジニアリングのバックグラウンド; RPMベースのLinuxおよびJava技術に関する経験。

• クラウド環境でのアプリケーションデプロイメントの経験。

• コンテナ化されたアプリケーションの開発経験。

• CI/CD の概念に関する優れた理解。

• Red Hat Enterprise Linux あるいは Linux OS のTAM、テクニカルサポートの経験

The following are considered a plus:

• Experience with system management, cloud, or Middleware

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

• Prior experience working in a technical leadership or mentorship role

• Experience with training and presentation delivery

• Expertise with enterprise cloud solutions like Platform-as-a-Service (Red Hat OpenShift), containers, Kubernetes and Middleware

• 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

• Good understanding of continuous integration (CI) and continuous delivery (CD) concepts

For more information on the technical account manager role please refer to: