Job details

Manager, Technical Support

About the job:

The Red Hat Global Support Services team is looking for a Manager, Technical Support to join us in the Philippines.In this role, you will work as part of the team responsible for supporting our Red Hat Enterprise Linux, OpenShift and OpenStack solutions.

You’ll manage a team of highly technical engineers responsible for providing excellent service for our enterprise customers. You'll work with your peers around the world to guide initiatives and continually develop technical team members. As a Manager, you’ll need to have experience managing teams in a technological, fast-paced environment, combined with passion for improving the customer experience.

What you will do:

Manage and maintain a team of technically skilled engineers
Maintain a high level of customer satisfaction
Provide leadership in problem-solving, including proposing and discussing fixes, giving advice, and educating customers
Develop and administer schedules and performance requirements
Implement strategic change for knowledge management, customer-centric support, and issue problem-solving
Communicate with management from the Sales, Services, Engineering, Product Management, and Support teams when necessary to prioritize customer requests
Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals
Recommend changes to policies and establish procedures that affect immediate teams
Work on issues of a diverse scope where analysis of situations or data requires an evaluation of a variety of factors, including an understanding of current business trends
Follow processes and operational policies in selecting methods and techniques

What you will bring:

5+ years of team management experience
Experience in leading enterprise support teams with a customer focus and service orientation
Proven ability to manage multiple stakeholders across different locations
Previous commercial experience in a customer services or technical support environment in a technology-oriented company or department
Proven ability to learn and apply new skills and processes rapidly as well as coach, mentor, and inspire others
Excellent troubleshooting skills; passion for problem-solving and investigation
Ability to handle multiple priorities and work well under pressure
Ability to work in a process-driven environment and an environment where consultation with colleagues, taking initiative, and making judgment calls are necessary

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