Red hat Manager Technical Support 

Portugal, Miragaia e Marteleira 

606226757

What you will do

• Being a direct manager of the Technical Support teams you would be responsible for covering various Red Hat products like Red Hat Enterprise Linux (RHEL) , Red Hat OpenShift , etc. as part of this role.

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

• Manage customer escalations on complex technical support requests from enterprise customers via the phone and the web while maintaining a high level of customer satisfaction

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

• Improve knowledge management, promote customer-centric mindset and enhance problem solving capabilities of the team

• Lead, coordinate and contribute to the improvement initiatives on global support processes and procedures

• Collaborate with Product Engineering or Business Units, Quality Engineering, Documentation group as well as field teams like Sales function, Solution Architects or marketing teams as needed

• Cooperate daily with global support centers and peer 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 the established company policies; recommend changes to policies and procedures

• Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer situation

• Follow processes and operational policies in selecting methods and techniques for obtaining solutions

• Act as an adviser to our leaders as well as associates to meet schedules and resolve business problems

What you will bring

• 10+ years experience of managing support team leads and Technical Support Engineers

• Previous commercial experience in a customer service or technical support environment, in a technology oriented company or department

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

• Demonstrated experience managing a team focused on customer experience and support

• Ability to identify potential, develop people

• Ability to motivate and build high performing teams

• Solid analytical skills and a passion for problem solving and investigation

• Ability to, prioritize effectively and lead difficult customer situations

• Ability to work in process based environments, with the necessity of consultations, taking initiative, and making decisions

• Solid leadership and coaching skills

• Strong communication skills to courteously and effectively converse with customers, partners, third party vendors as well as Red Hat associates

• Good written and verbal English communication skills

The following are considered a plus:

• Commercial Linux experience in the enterprise sector

• Knowledge of support systems and tools

• Appreciation and passion for open source software

• Fair to Good Knowledge on Red Hat Products