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テクニカルアカウントマネージャー / Technical Account Manager

Job Title: テクニカルアカウントマネージャー / Technical Account Manager
Contract Type: 正社員
Location: Tokyo
Industry:
Salary: 8 - 12 Million Yen Annually
Start Date: ASAP
REF: MP1235
Contact Name: Mike Pollard
Contact Email: mike@visionconsulting.jp
Job Published: 5ヶ月 前

Job Description

Technical Account Managers are key to servicing our enterprise customers and partners. The role serves as escalation point for our Enterprise class customers and partners within Support & Technical Services.

 

A Technical Account Manager must be a self-motivating and self-managing person who can learn complex technologies quickly. You will be accountable for providing an outstanding technical support experience to our customers. From problem qualification to full resolution, you will own and manage your cases over the phone, email and Web.

 

Your duties will include acting as the primary point of contact for all support issues, providing technical expertise (either on your own or by involving your colleagues) through excellent written and verbal communication. Each day you will have to make judgment calls regarding your ticket queue, prioritizing it to maximize your effectiveness while setting aside time to learn about our new products and technologies. You will also participate in various training sessions, team gatherings and Company events.

 

KEY RESPONSIBILITIES & ACCOUNTABILITIES

  • Assume direct responsibility for the technical support provided to a small number of specific customers
  • Gain understanding of our partner's technical infrastructure and environment, hardware, and/or product(s)
  • Take ownership of new support cases via telephone, email and Web
  • Qualify a customer inquiry by collecting the relevant facts
  • Investigate issues reported by customers by doing your own research and involving others on the team as necessary
  • Work to resolve complex customer problems related to OpenStack technologies, as well as general Linux Server and Desktop issues
  • Manage support escalations and issue prioritization, acting internally as a customer advocate
  • Continue to provide updates to the customer on the progress of the case
  • Liaise within various engineering teams to triage and resolve customer issues
  • Ensure that each support case owned by you is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments
  • Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems
  • Contribute your findings to a common knowledge base and keep it up to date
  • Gain subject matter expertise in one or more domains
  • Willingness to work weekends as required
  • On a rotation basis, be available for on-call support out of office hours
  • Ability to travel internationally up to 20% of the time

 

REQUIRED SKILLS & EXPERIENCE

  • Minimum 5 years experience of supporting Linux systems in enterprise environments
  • Senior Level Linux Professional LPIC-3 (or equivalent) certification or experience
  • Automated Linux provisioning and advanced configuration
  • Advanced system administration tasks (auditing, monitoring, logging, performance tuning, capacity planning, etc.)
  • Advanced troubleshooting (up to core dump analysis and kernel dump analysis desirable)
  • Demonstrable expertise in one or more of the following areas:
    • Advanced storage (RAID, LVM, SAN, file system tuning, etc.)
    • Advanced networking (bonding, firewalling, bridging, switching, network file system tuning, etc.)
    • Clustering, cloud computing (provisioning, monitoring, orchestration, etc.)
    • Linux integration with other environments (authentication/directory services, network file systems, etc.)
    • Open Source software development
  • Development level and troubleshooting experience with Bash, C and Python
  • Ability to manage multiple issues and projects while maintaining a high level of detail
  • Experience managing customer relationship: consulting, account management, or direct support
  • Experience with Debian-based Linux releases. Must be able to understand OS bugs and advise on next steps, acting as a generalist when necessary
  • Strong networking and social skills, good relationship building abilities, process driven, able to manage multiple work streams, good prioritization, independent
  • Ability to learn quickly, thrive on change and handle the pressure of a customer and partner facing role, meeting delivery goals and timelines
  • Excellent verbal and written communication skills in Japanese and English

 

DESIRED SKILLS & EXPERIENCE

  • Debian packaging experience and knowledge of Linux development processes
  • Proven Open Source development skills using current and accepted open source tooling and troubleshooting methodologies
  • Familiarity with Open Source process and community practices required as well as familiarity with Open Source business model desirable
  • Proficient with programming languages other than Bash, C and Python (Perl, Ruby, JavaScript, Go, etc.)
  • Knowledge of various Linux-based Operating Systems