Associate Manager - Technical Support

Overview

Associate Manager for Technical Support to join the Red Hat Customer Experience and Engagement (CEE) team in North America. In this role, you will lead a team of skilled technical professionals delivering exceptional service to our enterprise customers. You will collaborate with global peers to drive initiatives and support the development of your team members, in a fast-paced, technology-driven environment with a strong focus on customer experience.

What You Will Do

• Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL)
• Oversee day-to-day activities of technical teams (junior to senior technical support engineers)
• Act as escalation point for issues; provide guidance, resolve issues, and remove obstacles for the team
• Promote continuous professional and personal development of team members
• Use data to monitor and assess operations, quality, and team health
• Improve knowledge management, customer-centric support, and problem solving
• Coordinate with global front-line centers and other Red Hat teams to prioritize customer requests
• Provide leadership in problem solving, propose fixes, advise and educate customers
• Receive objectives and define how to use resources to meet schedules and goals
• Provide feedback to employees and management; direct day-to-day work and prioritize projects and tasks
• Maintain current knowledge of technologies and business trends to evaluate customer issues
• Conduct professional development activities as a mentor (coaching, performance feedback, career planning, training plans)
• Advise associates to meet schedules and resolve technical problems
• Coordinate improvement programs for global support processes and procedures

What You Will Bring

Salary and Benefits

Salary range for this position is $105,860.00 – $169,340.00. Actual offer based on qualifications. Pay transparency : compensation based on factors including job location, experience, skills, market value, and internal pay equity. This position may be eligible for bonus, commission, and / or equity. For Remote-US locations, the actual salary range may differ by location but will reflect job duties and experience.

Benefits

About Red Hat

Red Hat is a leading provider of enterprise open source software solutions with a community-powered approach. We support flexible work environments and welcome ideas from all backgrounds.

EEO and Accessibility

Red Hat is an equal opportunity employer. We prohibit discrimination and harassment of any kind. We welcome applicants from all backgrounds. Red Hat supports individuals with disabilities and provides reasonable accommodations for job applicants. For assistance, email application-assistance@redhat.com.

J-18808-Ljbffr