The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Manager for Technical Support with 5+ years of people management experience to join us. In this role, you will manage a team of highly technical associates who are responsible for providing an excellent service for our enterprise customers. You'll work with your peers around the world to guide initiatives and continually develop technical team members. We will need you to have experience managing teams in a technological, fast-paced environment, combined with a passion for improving the customer experience.

The position is open for Ireland, Czech Republic, Egypt, Sweden and as a remote or withing our offices.

What you will do

Manage the front-line Technical Production Support team covering Red Hat Enhanced Support Customers and OpenStack SBROversee the day-to-day activities of technical teams, consisting of junior to senior technical support engineersManage customer escalations with highly technical support requests from enterprise customers via the phone and the web; maintain a high level of customer satisfactionPromote and guide continuous professional and personal development of team membersImprove knowledge management, customer-centric support, and issue problem solvingCoordinate improvement programs for global support processes and proceduresCooperate daily with other front-line global centers and other teams within Red Hat to prioritize customer requestsProvide leadership in problem solving, including proposing and discussing fixes, advising and educating customersReceive assignments in the form of objectives and define how to use resources to meet schedules and goal
 

What you will bring

Previous commercial experience in a customer service or technical support environment, in a technology-oriented company or departmentProven ability to learn and apply new skills and processes quickly, and coach and teach othersDemonstrated experience managing a team with customer focus and service orientation Commercial Linux experience in the enterprise sectorKnowledge of support systems and toolsAppreciation and passion for open source softwareAbility to identify potential, develop people, and motivate and build a teamAbility to handle multiple tasks at once, prioritize, and work under pressureAbility to work in process-based environments, with the necessity of consultations, taking initiative, and making decisionsSolid leadership and coaching skillsAbility to communicate courteously and effectively with customers, third party vendors, and Red Hat associatesGood written and verbal English communication skillsProvide guidance to associates within the established company policies; recommend changes to policies and proceduresMaintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer issueFollow processes and operational policies in selecting methods and techniques for obtaining solutionsAct as an adviser to associates to meet schedules and resolve technical problems
 

About Red Hat

Red Hat is the world’s leading provider of enterprise 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 work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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.

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
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.

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