Red hat Associate Manager Technical Support 

United States, North Carolina, Raleigh 

145529728

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 outside of department

• Knowledge of support systems and tools

• Appreciation and passion for open source software

• 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

• Proven capability to thrive in high-pressure environments and effectively manage stressful situations

• Strong written and verbal English communication skills

The salary range for this position is $101,300.00 - $162,050.00. Actual offer will be based on your qualifications.

Pay Transparency

● Comprehensive medical, dental, and vision coverage

● Flexible Spending Account - healthcare and dependent care

● Health Savings Account - high deductible medical plan

● Retirement 401(k) with employer match

● Paid time off and holidays

● Paid parental leave plans for all new parents

● Leave benefits including disability, paid family medical leave, and paid military leave