The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Manager to join us in Brno, Czech Republic. In this role, you will work as part of the GSS team responsible for managing a technical support team. You'll manage a team of highly technical engineers responsible for providing excellent service to our enterprise customers. You'll work with your peers around the world to guide initiatives and to continually develop the technical team members. As an Associate Manager, you'll need to have experience working in team management in a fast-paced technological environment and a passion for improvement of customer experience.

You will be a part of the Red Hat culture that makes us unique in the Industry and is enriched with Open Management Practices, Open Decision Framework, Diversity & Inclusion, to name a few. Having the freedom to showcase your leadership skills, you’ll be able to bring your innovative solutions to complex problems. On top of that, you will get the opportunity to be a part of several Red Hat Recognition programs to connect, recognize and celebrate the success. You will collaborate in international teams to improve free & open source software.

What you will do

Manage and maintain a team of technically skilled engineers Manage customer escalations for highly technical support requests from enterprise customersMaintain a high level of customer satisfactionContinuously promote and guide the professional and personal development of your teamImplement strategic changes to improve knowledge management, customer support, and problem-solvingCoordinate improvement programs for global support processes and proceduresProvide leadership in problem-solving including proposing and discussing fixes, providing advice, and educating customersCoordinate with other teams like sales, services, engineering, and product management to prioritize customer requests

What you will bring

Commercial experience working in a customer service or technical support environment for a technology-oriented company or departmentProven ability to learn and apply new skills and processes rapidly; ability to coach othersDemonstrated team-management experience with solid customer focusAbility to identify potential and to motivate and develop your teamAbility to balance a variety of tasks, prioritize, and work well under pressureAbility to communicate effectively with customers, third-party vendors, and Red Hat's associatesExcellent written and verbal communication skills in EnglishFamiliarity with Red Hat Enterprise Linux or Red Hat OpenShift Container Platform is a plusKnowledge of support systems and tools is a plus

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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