Technical Account Manager- Middleware

Red Hat (Tokyo, 日本) 16日前

The Red Hat' Global Customer Success team is looking for an experienced and highly skilled support engineer to join us as a Technical Account Manager for our enterprise customers in Tokyo, Japan. In this role, you will provide personalized, proactive support and guidance and cultivate high-value relationships with customers. The technical account management service that you'll provide is a premium support offering that builds, maintains, and grows long-lasting customer loyalty. As a Technical Account Manager, you will tailor support for our customers' environments, facilitate collaboration with their other vendors, and advocate on their behalf by working closely with our Engineering, R&D, Product Management, and Global Support teams to debug, test, and resolve issues.

グローバルカスタマーサクセスチームでは、エンタープライス顧客向けのミドルウェアテクニカルアカウントマネージャのポジションを募集しています。テクニカルアカウントマネージャー(TAM)のサポートでは、顧客の要件や環境を理解し、それに沿ったよりプロアクティブなサポートを提供し、顧客と高付加価値の関係を長期間に渡って築くことを目的としています。また、Red Hatの開発、プロダクトマネージメント、サポートチームの代表として、顧客との連携を行います。

  • Perform technical reviews and share knowledge to proactively identify and prevent issues
  • Understand your customers' technical environments, requirements, and business needs
  • Perform initial or secondary investigations and respond to online and phone support requests
  • Provide excellent customer support for customers regarding their Red Hat's offerings
  • Manage customer cases and maintain clear and concise case documentation
  • Serve as a customer advocate within Red Hat
  • Travel, as necessary, to visit customers
  • テクニカルレビューによって、将来起こる可能性のある問題を指摘します
  • 顧客の環境、要件、ビジネスニーズを理解します
  • 顧客からサポートリクエストがあった場合、顧客の窓口となります
  • レッドハット製品に関する、より高度なテクニカルサポートを提供します
  • 顧客からのサポート依頼を管理し、問題点を整理します
  • 顧客満足度の維持に貢献します
  • 定期的に顧客を訪問し、対面でのミーティングを行います

  • 5+ years of experience with enterprise-wide technical support experience
  • Excellent customer service abilities; ability to grow existing customer and partner relationships
  • Experience with one or several skills and technologies like JEE (CDI, EJB, JPA, REST, or transactions), messaging (MQ, HornetQ, or Red Hat AMQ), Errai, Google Web Toolkit (GWT), Apache Maven, Git, Red Hat Middleware portfolio, BPM (jBPM), BRMS (Drools or iLog), Red Hat Decision Manager, or Red Hat Process Automation Manager
  • Experience with one or several application servers and containers like IBM WebSphere, Red Hat Middleware, Oracle WebLogic Server, Apache Tomcat, and Red Hat OpenShift
  • Outstanding troubleshooting and debugging skills and a passion for problem-solving and investigation
  • Excellent reading and writing skills in Japanese; fluent language skills in English are a plus
  • Ability to communicate courteously and effectively with customers, partners, third-party vendors, and Red Hat's associates
  • Ability to manage crucial meetings and define technical and non-technical action plans
  • Ability to technically manage accounts as a trusted technical adviser
  • Ability to work well in a team and on your own
  • 5年以上のエンタープライズ顧客を対象とした、テクニカルサポートの経験
  • 顧客やパートナーと技術的なコミュニケーションを行う能力
  • JEE 及び MW 製品群の技術経験
  • 障害解析の知識と経験
  • 日本語及びビジネスレベルでの英語でのコミュニケーション
  • 顧客やサードパーティベンダーおよび社内技術者とのコミュニケーションを円滑に管理します
  • テクニカルか否かに関わらず、状況を管理します
  • テクニカルアドバイザーとして、顧客にアドバイスを行います
  • チーム内で円滑に働く能力

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.

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, veteran status, 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.

Technical Account Manager- Middleware

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