Red hat Associate Manager Technical Support - Customer 

Czechia, Southeast, Brno 

6967394

You will be a part of the Red Hat culture that makes us unique in the Industry and is enriched with Open Management Practices, Open Decision Framework, Diversity & Inclusion, to name a few. Having the freedom to showcase your leadership skills, you’ll be able to bring your innovative solutions to complex problems. On top of that, you will get the opportunity to be a part of several Red Hat Recognition programs to connect, recognize and celebrate the success. You will collaborate in international teams to improve free & open source software.

What you will do

• Manage and maintain a team of technically skilled engineers

• Manage customer escalations for highly technical support requests from enterprise customers

• Maintain a high level of customer satisfaction

• Continuously promote and guide the professional and personal development of your team

• Implement strategic changes to improve knowledge management, customer support, and problem-solving

• Coordinate improvement programs for global support processes and procedures

• Provide leadership in problem-solving including proposing and discussing fixes, providing advice, and educating customers

• Coordinate with other teams like sales, services, engineering, and product management to prioritize customer requests

What you will bring

• Commercial experience working in a customer service or technical support environment for a technology-oriented company or department

• Proven ability to learn and apply new skills and processes rapidly; ability to coach others

• Demonstrated team-management experience with solid customer focus

• Ability to identify potential and to motivate and develop your team

• Ability to balance a variety of tasks, prioritize, and work well under pressure

• Ability to communicate effectively with customers, third-party vendors, and Red Hat's associates

• Excellent written and verbal communication skills in English

• Familiarity with Red Hat Enterprise Linux or Red Hat OpenShift Container Platform is a plus

• Knowledge of support systems and tools is a plus