The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Manager to join us. In this role, you will work as part of the GSS team responsible for managing a technical support team. You’ll manage a team of highly technical engineers responsible for providing excellent service to our enterprise customers. You’ll work with your peers around the world to guide initiatives and to continually develop the technical team members. As an Associate Manager, you’ll need to have experience working in team management in a fast-paced technological environment and a passion for the improvement of customer experience.
You will be a part of the Red Hat culture that makes us unique in the Industry and is enriched with Open Management Practices, an Open Decision Framework, and Diversity & Inclusion, to name a few. Having the freedom to showcase your leadership skills, you’ll be able to bring innovative solutions to complex problems. On top of that, you will get the opportunity to be a part of several Red Hat Recognition programs to connect, recognize, and celebrate the success. You will collaborate in international teams to improve free & open-source software.

What will you do:

• Manage and maintain a team of technically skilled engineers
• Manage customer escalations for highly technical support requests from enterprise customers
• Maintain a high level of customer satisfaction
• Continuously promote and guide the professional and personal development of your team
• Implement strategic changes to improve knowledge management, customer support, and problem-solving
• Coordinate improvement programs for global support processes and procedures
• Provide leadership in problem-solving including proposing and discussing fixes, providing advice, and educating customers
• Coordinate with other teams like sales, services, engineering, and product management to prioritize customer requests

What will you bring:

• Commercial experience working in a customer service or technical support environment for a technology-oriented company or department
• Proven ability to learn and apply new skills and processes rapidly; ability to coach others
• Demonstrated team-management experience with solid customer focus
• Ability to identify potential and to motivate and develop your team
• Ability to balance a variety of tasks, prioritize, and work well under pressure
• Ability to communicate effectively with customers, third-party vendors, and Red Hat’s associates
• Excellent written and verbal communication skills in English
• Familiarity with Red Hat Enterprise Linux or Red Hat Ansible is a plus
• Knowledge of support systems and tools is a plus

LI-NG1

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.
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.
Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email
application-assistance@redhat.com
. General inquiries, such as those regarding the status of a job application, will not receive a reply

• Manage and maintain a team of technically skilled engineers
• Manage customer escalations for highly technical support requests from enterprise customers
• Maintain a high level of customer satisfaction
• Continuously promote and guide the professional and personal development of your team
• Implement strategic changes to improve knowledge management, customer support, and problem-solving
• Coordinate improvement programs for global support processes and procedures
• Provide leadership in problem-solving including proposing and discussing fixes, providing advice, and educating customers
• Coordinate with other teams like sales, services, engineering, and product management to prioritize customer request