Red Hat Senior Technical Account Manager - Ceph in Kuala Lumpur, Malaysia

Company Description

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.

Job summary

Red Hat's Customer Experience and Engagement (CEE) team is looking for an experienced and highly skilled support engineer with overall 8-10 years experience to join us as a Senior Technical Account Manager focused on Red Hat Ceph Storage for our strategic and enterprise customers in Kuala Lumpur, Malaysia. In this role, you will provide personalized, proactive support and guidance and cultivate high-value relationships with customers. You’ll seek to understand and meet their needs with the complete Red Hat OpenShift Container Platform portfolio of offerings. As a Technical Account Manager, you will provide a level of premium support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customers’ environments, facilitating collaboration with their other vendors, and serving as a customer advocate. You’ll be dedicated to the ASEAN region.

Primary job responsibilities

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

  • Gain understanding of customer technical infrastructures and hardware and software needs

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

  • Deliver key Red Hat Ceph Storage portfolio roadmap updates and assist customers with upgrades of the offerings

  • Manage customer cases and maintain clear and concise case documentation

  • Serve as a customer advocate within Red Hat

  • Collaborate with the Engineering, R&D, Product Management, and Technical Support teams

  • Record customer interactions including investigation, troubleshooting, and resolution of issues

  • Partner with Red Hat’s strategic cloud partners to jointly solve multi-vendor customer issues

  • Demonstrate considerable judgment in selecting methods and techniques to obtain solutions

  • Maintain commitment to providing the best experience possible for Red Hat’s customers

  • Manage workload to ensure that all customer issues are handled and resolved in a timely manner

  • Assist in development of comprehensive and reusable self-service solutions for future incidents

  • Travel as necessary to visit customers

  • Exceed customer expectations by providing outstanding customer service

  • Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain

Required skills

  • Bachelor's degree in science; engineering or computer science is a plus

  • 8+ years of experience with Linux or Unix operating systems (installation, configuration, upgrade, and maintenance experience)

  • Experience in a support, development, engineering, or quality assurance (QA) organization

  • Experience in software-defined storage technologies like Red Hat Ceph Storage or Red Hat Gluster Storage or another enterprise storage platform

  • Proven experience with storage configuration, deployment, and administration

  • Fundamental understanding of the Red Hat OpenStack Platform, container architecture, and administration experience across all working components

  • Knowledge of or familiarity with Amazon Web Services (AWS); VMware vSphere, Microsoft Azure, and Google Cloud Platform are a plus

  • Excellent reading and writing skills in English

  • Malaysia citizenship or authority to work in Malaysia

  • Advanced troubleshooting and debugging skills; passion for problem-solving and investigation

  • Demonstrated first-rate customer service experience or prior technical support experience; desire to go above and beyond in assisting customers

  • Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support

  • Proven ability and willingness to learn new open source technologies

  • Ability to share your knowledge gained from troubleshooting issues by contributing to the global Red Hat’s knowledge management system

  • Prior Red Hat’s solutions certification, e.g., Red Hat Certified Engineer (RHCE) or other relevant certifications, is a big plus

  • Upstream involvement in open source projects like patches submitted for upstream inclusion is a plus

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, uniformed services, 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.

Job ID 64076

Category Technical Support