【有兴趣请将简历发送至qihu@redhat.com,并注明岗位编号】
85564 Senior Technical Account Manager-Platform
The Red Hat Customer Experience and Engagement (CEE) team is looking for an experienced support engineer to join us as a Senior 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 get industry-leading 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 Senior Technical Account Manager, you will 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, Research and Development (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
Gain understanding of customers’ technical infrastructures, hardware, and offerings and serve as a customer advocate within Red Hat
Manage customer cases, maintaining clear and concise case documentation
Perform initial or secondary investigation and respond to online and phone support requests
Partner with Red Hat strategic cloud partners to jointly solve multi-vendor customer issues
Manage workload to ensure all customer issues are handled and resolved in a timely manner by collaborating with support team
Collaborate with the engineering, R&D, product management, and technical support teams
Ensure high level of customer satisfaction with each qualified engagement through the complete solution adoption life cycle
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
Create documentation regarding customer issues and technical details on how to resolve them
Travel, as necessary, to visit customers, partners, conferences, and other events
Required Skills
5+ years of Linux or UNIX system administration experience
Excellent understanding of Linux, the Linux kernel, Linux file system or Linux networking
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 Mandarin and English with an ability to convey complex information clearly and concisely to customers; Cantonese language is a plus
Understanding of enterprise applications like SAP, Veritas, or SAS
Bachelor's degree or equivalent in a technology-related discipline
Understanding Ansible, Virtualization, Ceph or Container technology is a plus
Red Hat Certified Engineer (RHCE) certification is a plus
【有兴趣请将简历发送至qihu@redhat.com,并注明岗位编号】
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