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Associate Manager- Technical Support

3 months ago

pune, India Red Hat India Private Limited Full time

Job Summary:

As an open organization built on open source software, Red Hat values innovation, great technical acumen, customer focus, leadership, and the creativity that impacts the customer experience across a range of offerings. The Customer Experience and Engagement (CEE) team is looking for a motivated Associate Manager to join us in Pune, India. In this role, you will lead the experienced team in new technologies, namely Red Hat OpenShift Container Platform running on hybrid cloud, while providing outstanding support to our customers. You'll work closely with many other Red Hat’s teams to incorporate customer feedback and make Red Hat OpenShift Container Platform an even better offering. As an Associate Manager, you will develop and practice several skills like leadership, associate development, interaction with customers, and participation in key projects. You will be a part of the unique Red Hat culture, enriched with various principles and initiatives like open management practices, open decision framework, and diversity and inclusion. With the freedom to showcase your leadership skills at any time, you will have the option to bring innovative solutions to complex problems. You will get the opportunity to be a part of several recognition programs to reward and celebrate your and others’ success. If you want to experience the workday of one of our engineers, check out this blog post about the daily life in this role. This job is a very important connection between our customers and developer teams and is essential to perfecting our product quality and customer experience.

What will you do:

Manage and lead a team of technically skilled engineers

Manage customer escalations for 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

Work globally with other regions on new projects, improvements, and initiatives

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

What will you bring:

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

Ability to work in fast-paced teams in a rapidly evolving technology environment

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

Demonstrated team-management experience

Ability to identify potential and to motivate and develop your team

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

Excellent written and verbal communication skills in English

Knowledge of support systems and tools is a plus

About Red Hat
is the world’s leading provider of enterprise software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact. Opportunities are open. Join us.

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.


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