Red Hat

Associate Manager, Technical Support

Red Hat

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇵🇭 Philippines

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Job Level

JuniorMid-Level

About the role

  • 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

Requirements

  • 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.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Red Hat Productstechnical supporttroubleshootingproblem solvingcustomer service
Soft skills
leadershipcoachingcommunicationcustomer focusteam buildingprioritizationinitiativedecision making