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What you will do
Provide daily operational leadership and management to a team of OpenShift technical support engineers based out of the EMEA region.
Serve as a management point of contact, coordinating support for customer inquiries
Deliver an exceptional customer experience to internal and external customers
Collaborate with engineers, internal teams, and external parties during the problem resolution process
Deliver a consistent team outcome through leadership of strategic changes
Manage customer escalations with highly technical support requests from enterprise customers
Foster teamwork and cross-functional collaboration between technical support, engineering, product management, sales, and professional services teams and customers to achieve a high degree of customer satisfaction
Provide personal mentorship, direction, and skills evaluation to team members to maximize individual engagement and develop quality and depth of technical and management skills
Develop and administer schedules and performance requirements
Provide input on strategies required to meet organizational goals and mentor for specific technical or process areas
Manage hiring process and maintain a pipeline of talented prospects
Inspire, monitor, and motivate team members to perform and excel on their career path
Contribute to regional or global initiatives or projects where needed
Develop reporting on team initiatives and clearly communicate strategies on how to effectively carry them out
What you will bring
7+ years of people management experience leading a team in a technical support, support engineering, or customer services organization within a technology-oriented environment
10+ years of cumulative experience, including enterprise project management
Capacity to translate strategic plans into communication and implementation plans; experience guiding significant change management activities
Ability to interact effectively and diplomatically throughout all levels of the company and with people from diverse backgrounds
Excellent critical thinking skills with the ability to make timely decisions
Outstanding communication skills to interact courteously and effectively with customers, partners, and third-party vendors
Commitment to customer service and providing the best experience possible to customers
Solid persuasion skills to gain commitments from other stakeholders; great leadership skills to inspire, motivate, and develop team members
Willingness to work a second shift schedule and perform weekend shift duties when needed
Thorough understanding of open source software solutions and open source as a business model is a big plus
Familiarity with Red Hat's portfolio of offerings, including Linux operating systems
Bachelor's degree in a technical field, preferably in engineering or computer science; or equivalent experience in a technology field
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