Requirements
- Total people management experience of 8+ years, exposure to managing people managers is a plus.
- This role would entail managing front-line staff directly and not managing people managers.
- Prior exposure and experience in Product support /technical support is a must
- Ability in communicating / fluency in Mandarin is a must
- 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
- Prior enterprise exposure and exposure to IT infra 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), as relevant, for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency across the development lifecycle.
- Explore and experiment with emerging AI technologies relevant to role, proactively identifying opportunities to incorporate new AI capabilities into existing workflows and tooling.
Work Arrangement
Hybrid
Team
Structure: team of technical support professionals
Additional Information
- Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.
