Associate Manager, Technical Support
Red Hat, Inc.
Pune, IN
1d ago

Job summary

The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Manager for our Management and Automation division to join us in Pune, India.

In this role, you will manage a team of highly technical associates who are responsible for providing excellent service for our enterprise customers.

You'll work with your peers around the world to guide initiatives and continually develop technical team members. As an Associate Manager, you'll need to have experience managing teams in a technological, fast-paced environment, combined with a passion for improving customer experience.

Primary job responsibilities

  • Manage the front-line Technical Production Support team covering Red Hat's management and automation portfolio of offerings, including Red Hat Satellite, Red Hat Ansible Automation, Red Hat Insights, Red Hat CloudForms, and Red Hat Cloud Suite
  • Oversee the day-to-day activities of technical teams consisting of junior to senior technical support engineers
  • Manage escalations with highly technical support requests from enterprise customers via the phone and the web; maintain a high level of customer satisfaction
  • Work with Red Hat's enterprise customers and leadership team as well as your team members across the globe on a 24 / 7 basis;
  • work in different shifts periodically, including Eastern Standard Time (EST) and night shifts, depending on business needs

  • Promote and guide continuous professional and personal development of team members
  • Improve knowledge management, customer-centric support, and issue resolution
  • Coordinate improvement programs for global support processes and procedures
  • Cooperate 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 and 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
  • Serve as an adviser to associates to meet schedules and resolve technical problems
  • Required skills

  • 10+ years of relevant experience in the software industry with a 3+ years of experience in technical support management, including people management
  • Previous commercial experience in a customer service or technical support environment in a technology-oriented company or team
  • 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 passion for problem-solving and investigation
  • Ability to handle multiple priorities 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's associates
  • Good written and verbal communication skills in English
  • 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, uniformed services, 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.

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