Support Engineer

• 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
• Serve as an escalation point for issues; provide guidance, resolve issues as necessary, and remove obstacles for team
• Promote and guide continuous professional and personal development of team members
• Utilize data to monitor and assess operations, quality, & team health
• Improve knowledge management, customer-centric support, and issue problem solving
• 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
• Provides feedback to both employees and management; direct the day to day work of the team; prioritize projects, requests, and general tasks so team members have a clear direction on where the team is going and what needs to be done first
• Maintain high level knowledge of current technologies and business trends to provide appropriate evaluation of each customer issue
• Conduct professional development activities, as directed or indicated, in a mentor capacity for team members. This includes activities such as coaching, assessing performance, delivering feedback, career planning and training plans
• Act as an adviser to associates to meet schedules and resolve technical problems
• Coordinate improvement programs for global support processes and procedures

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