Red Hat is looking for a Senior Manager, Software Support to lead and develop a team of technical support professionals who provide advanced diagnostic and troubleshooting services for sophisticated systems. At Red Hat, our culture is built on open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere. You will be responsible for guiding the team, handling escalated customer issues, and making impactful decisions to maintain a high level of customer satisfaction.
What You'll Do
- 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 phone and 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 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.
What We're Looking For
- Total people management experience of 8+ years.
- Prior exposure and experience in Product support or technical support is required.
- Ability in communicating or fluency in Mandarin is required.
- 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.
Nice to Have
- Exposure to managing people managers.
- Prior enterprise exposure and exposure to IT infrastructure products.
- Commercial Linux experience in the enterprise sector.
- Knowledge of support systems and tools.
- Appreciation and passion for open source software.
- Demonstrate proficiency in utilizing LLMs (e.g., Google Gemini) for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency.
- Explore and experiment with emerging AI technologies relevant to the role, proactively identifying opportunities to incorporate new AI capabilities into existing workflows and tooling.
Team & Environment
You will be managing a front-line Technical Production Support team.
Work Mode
This role operates on a global scale.
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.
