Associate Manager, Technical Support

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

What will you do:

• Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL)

• Oversee the day-to-day activities of technical teams, consisting of junior to senior technical support engineers

• Serve as an escalation point for issues; provide guidance, resolve issues as necessary, and remove obstacles for team

• Promote and guide continuous professional and personal development of team members

• Utilize data to monitor and assess operations, quality, & team health

• Improve knowledge management, customer-centric support, and issue problem solving

• 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

• Provides feedback to both employees and management; direct the day to day work of the team; prioritize projects, requests, and general tasks so team members have a clear direction on where the team is going and what needs to be done first

• Maintain high level knowledge of current technologies and business trends to provide appropriate evaluation of each customer issue

• Conduct professional development activities, as directed or indicated, in a mentor capacity for team members. This includes activities such as coaching, assessing performance, delivering feedback, career planning and training plans

• Act as an adviser to associates to meet schedules and resolve technical problems

• Coordinate improvement programs for global support processes and procedures

What will you bring:

• 3+ years of previous commercial experience in a customer service or technical support environment, in a technology-oriented company or department

• Prior experience as a Team Lead managing a team with customer focus and service orientation

• Proven ability to learn and apply new skills and processes quickly, and coach and teach others

• Excellent interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those …