Red Hat Associate Manager, Technical Support - Enterprise Cloud in Pune, India

Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Global Support Services team is looking for an Associate Manager for the Technical Support team to join us in Pune, India. In this role, you will oversee a team of highly technical associates who are responsible for providing an excellent customer support experience for our enterprise cloud customers. As part of a global department, you will work with your peers around the world to guide initiatives and continually develop the technical associates. We'll need you to have experience managing teams in a technological, fast-paced environment, combined with a passion for improving the customer experience. This role is critical in leading the work and direction of the team, and strengthening the department's role in Red Hat.

Primary job responsibilities

  • Manage the technical support team consisting of technical support engineers and software maintenance engineers covering Red Hat Cloud and Storage solutions like Red Hat Gluster Storage, Red Hat Ceph Storage, Red Hat Openstack Platform, etc.

  • Engage with sales, services, engineering, product management, and support management when necessary to prioritize customer requests and address both technical and business needs of the customers to achieve a high level of customer satisfaction

  • Manage customer escalations with highly technical support requests from enterprise customers via the telephone and the web

  • Mentor and coach team members to develop team's technical and non-technical skills current by promoting and guiding ongoing professional and personal development

  • Contribute in global support process and procedures as part of the support management team across regions; promote a culture of Knowledge Centered Service (KCS)

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

Required skills

  • Excellent communication skills with a desire and empathy to help customers

  • Passionate about technology, open source, ideally with some practical experience with Linux, understanding of cloud storage technologies and solid troubleshooting skills with a passion for problem-solving and investigation

  • Interest and good understanding of the current IT industry and application of Cloud based services and solutions to solve business problems of future

  • Knowledge of support processes and tools

  • Willingness to work on weekends and in on-call roles

  • Good written and verbal English skills

  • Preferred previous experience in a enterprise technical support environment as part of a technology-oriented company

  • Demonstrated team management experience, people management and coaching skills with customer focus and service orientation

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.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Job ID 62971

Category Technical Support