Campus Pride Jobs

Job Summary:

Red Hatのサービスチームでは、お客様サポートと専門的な知識を提供するテクニカルアカウントマネージャ(TAM)を募集しています。このポジションでは、お客様のIT環境やビジネス要件に深い理解を持ち、OpenShift Container Platform/Red Hat Enterprise Linux に対する技術的なアドバイスを提供します。また、重要なステークホルダとの協力関係を築き、お客様にベストプラクティスを共有し、クリティカルインシデントに責任をもち対応します。お客様との関係を大切にし、円滑なコミュニケーションを保つことを重視します。

さらに、Red Hatのエンジニアリングチーム、製品管理チーム、セールスチーム、コンサルティングチームやグローバルサポートチームと密接に協力し、一緒に問題解決に取り組むことが求められます。チームの一員として協力し、仕事を楽しむ姿勢、プロフェッショナルとしての努力、優れたコラボレーションスキル、新しいスキルを積極的に学ぶ意欲、効率的な時間管理が重要となります。

Red Hat Services team is looking for an experienced, enterprise-level engineer to join us as a Technical Account Manager in Tokyo. In this role, you will serve as a trusted advisor who will work with a small set of key strategic customers to provide practical technical and architectural guidance for the OpenShift Container Platform/Red Hat Enterprise Linux. 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 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

詳細なテクニカルアカウントマネージャの役割については、以下のリンクを参照してください:

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

https://www.redhat.com/en/services/support/technical-account-management

https://www.redhat.com/en/blog/tag/technical-account-managers

About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/open-source) software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Opportunities are open. Join us.

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