Associate Manager, Technical Support

About the Job:

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 Pune, India. 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.

What will you do:

• Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL)

• Oversee the day-to-day activities of technical teams, consisting of junior to senior technical support engineers

• Manage customer escalations with highly technical support requests from enterprise customers via the phone and the web; maintain a high level of customer satisfaction

• Promote and guide continuous professional and personal development of team members

• Improve knowledge management, customer-centric support, and issue problem solving

• Coordinate improvement programs for global support processes and procedures

• Cooperate daily with other front-line global centers and other teams within Red Hat to prioritize customer requests

• Provide leadership in problem solving, including proposing and discussing fixes, advising and educating customers

• Receive assignments in the form of objectives and define how to use resources to meet schedules and goal

What will you bring:

• Previous commercial experience in a customer service or technical support environment, in a technology-oriented company or department

• Proven ability to learn and apply new skills and processes quickly, and coach and teach others

• Demonstrated experience managing a team with customer focus and service orientation

• Commercial Linux experience in the enterprise sector

• Knowledge of support systems and tools

• Appreciation and passion for open source software

• Ability to identify potential, develop people, and motivate and build a team

• Ability to handle multiple tasks at once, prioritize, and work under pressure

• Ability to work in process-based environments, with the necessity of consultations, taking initiative, and making decisions

• Solid leadership and coaching skills

• Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates

• Good written and verbal English communication skills

• Provide guidance to associates within the established company policies; recommend changes to policies and procedures

• Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer issue

• Follow processes and operational policies in selecting methods and techniques for obtaining solutions

• Act as an adviser to associates to meet schedules and resolve technical problems

• Ability and willingness to adapt to new technologies and tools as the AI field evolves

The following is considered a plus

•  Familiarity with AI/ML concepts/ methodologies and their application

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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