The Associate Manager, Technical Support is responsible for managing and guiding a team of technical support professionals who provide advanced diagnostic, troubleshooting, and technical support services for sophisticated systems, hardware, and software. The role provides mentorship and coaching to technical support associates to enhance problem-solving capabilities, exercising judgment and discretion to handle escalated issues and make impactful decisions. The role collaborates with cross-functional teams and contributes to the development of support processes, ensuring continuous improvement in service delivery.
Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.
What you will do
Manage the front-line Technical Production Support team covering Red Hat Products.
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 goals
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
What you will bring
Previous commercial experience in a customer service or technical support environment, in a technology-oriented company or department
At least 5+ years of leadership experience (managing large groups of Engineers).
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
Ability to identify potential, develop people, and motivate and build a team
Solid troubleshooting skills and a passion for problem solving and investigation
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
The following are considered a plus:
Commercial Linux experience in the enterprise sector
Knowledge of support systems and tools
Appreciation and passion for open source software
Demonstrate proficiency in utilizing LLMs (e.g., Google Gemini), as relevant, for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency across the development lifecycle.
Explore and experiment with emerging AI technologies relevant to role, proactively identifying opportunities to incorporate new AI capabilities into existing workflows and tooling.
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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.
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 different 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 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.