Associate Manager, Technical Support


  • Company:
    Red Hat
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    2 days ago
  • Category:
    General

**Company Description**

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

**Job summary**

The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Manager to join us in Brisbane, Australia. In this role, you will work as part of the Enterprise Cloud Support team, which is responsible for supporting our Red Hat Openstack platform. You’ll manage a team of highly technical engineers responsible for providing excellent service for our enterprise customers. You’ll work with your peers around the world to guide initiatives and continually develop technical team members. As an Associate Manager, you’ll need to have experience managing teams in a technological, fast-paced environment, combined with passion for improving the customer experience.

**Primary job responsibilities**

+ Manage and maintain a global team of technically skilled engineers covering Enterprise Cloud Support to a dedicated subset of telco customers

+ Manage customer escalations for highly critical production impacting issues

+ Maintain a high level of customer satisfaction

+ Continuously promote and guide the professional and personal development of your team

+ Work with Red Hat’s Global Customer Success team to educate customers on how to use our existing knowledge base, architectural reviews, and technical training development

+ Develop and coordinate programs for enhancing global support processes and procedures

+ Understand the open source model for improving code and requesting feature enhancements

+ Ability to effectively collaborate with multiple Red Hat’s teams including sales, services, engineering, and product management to guide customer success

**Required skills**

+ Commercial experience in a customer service or technical support environment for a technology-oriented company or team

+ Proven ability to learn and apply new skills and processes rapidly and coach others

+ Demonstrate team-management experience with solid customer focus

+ Identify potential and motivate and develop your team from scratch

+ Manage multiple priorities at once and work well under pressure

+ Communicate effectively with customers, third-party vendors, and Red Hat’s associates

+ Excellent written and verbal communication skills

The following are considered a plus:

+ Telco-specific knowledge

+ Experience with support systems and tools

+ Familiarity with technologies like Red Hat OpenStack, Red Hat Gluster Storage and Red Hat Ceph Storage, and Red Hat cloud management

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, uniformed services, 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.

**Job ID** _66231_

**Category** _Technical Support_