Red hat Senior Manager - OpenShift Technical Support Brno Office Czech Republic 

Czechia, Southeast, Brno 

109084120

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