Senior Technical Account Manager - Platform

Red Hat - Shanghai City, IL

Full-time - Senior

Remote - Shanghai City, IL

Professional, Scientific, and Technical Services

About the position

The Senior Technical Account Manager at Red Hat will serve as a trusted advisor to key strategic accounts, providing technical and architectural guidance primarily for RHEL and secondarily for Ansible/OpenShift products. This role focuses on building high-value relationships with enterprise customers, offering proactive support, mentorship, and managing major incidents to ensure customer satisfaction and operational success.

Responsibilities

• 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 advise 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.

Requirements

• 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.

Nice-to-haves

• 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.

Benefits

• Flexible work environments including in-office, office-flex, and fully remote options.
• Opportunities for professional development and learning.
• Inclusive and open work culture that encourages diverse ideas and perspectives.