Job summary
The Red Hat Focused Solutions Customer Experience and Engagement (CEE) team is looking for an Associate Manager to join us. In this technical support leadership role, you will oversee a distributed team of skilled engineers responsible for providing technical support to strategic telecom customers. As part of Red Hat's global CEE department, you will collaborate with peers across the globe to guide initiatives, recommend and implement support workflows, and allocate engineers to troubleshoot and solve enterprise customer issues. Your work location will be flexible; Red Hat has offices across North America and well-qualified home-based candidates will also be considered.
Primary job responsibilities

• Serve as a management point of contact, coordinating support for customer inquiries
• Deliver exceptional customer experience to internal and external customers
• Collaborate with support engineers, internal teams, and external parties during the problem resolution process
• Provide daily operational leadership and management to a technical team of technical support engineers
• 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 deep 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 candidates
• 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

Required skills

• 2+ years of experience leading a team in a technical support, support engineering, or customer services organization within a technology-oriented environment
• 5+ 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 associates from diverse backgrounds, especially with sales teams
• Solid critical thinking skills with the ability to make timely decisions
• Excellent communication skills in English to interact courteously and effectively with customers, partners, and third-party vendors
• Commitment to customer service and providing the best experience possible for customers
• Solid persuasion skills to gain commitments from other stakeholders; great leadership skills to inspire, motivate, and develop teams
• Bachelor's degree in a technical field, preferably in engineering or computer science; or equivalent experience in a technology field

The following are considered a plus:

• Willingness to work a second shift schedule and perform weekend shift duties when needed
• Knowledge of the Linux operating system; Red Hat Certified Engineer (RHCE) certification
• Understanding of open source software solutions and open source as a business model Understanding of the telecom network landscape, including high-level knowledge of common network function, like virtual evolved packet core (vEPC), information management system (IMS), etc., and the advantages of network function virtualization (NFV) infrastructure

About Red Hat
Red Hat is the world's leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
Benefits

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Account - healthcare and dependent care
• Health Savings Account - high deductible medical plan
• Retirement 401(k) with employer match
• Paid time off and holidays
• Paid parental leave plans for all new parents
• Leave benefits including disability, paid family medical leave, and paid military leave
• Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more!

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States.
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, uniformed services, 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.