About the job
The Red Hat Escalation Management team (EMT) is looking for a Technical Support Escalation Manager with a full understanding of IT and high-tech industry problem-solving practices to join us in the western United States. In this role, you will serve as a manager on EMT, which is Red Hat's customer-facing escalation management organization and provides high quality technical support to Red Hat customers around the globe and across all of Red Hat's solutions portfolio and product lines. Well-qualified, home-based applicants within the U.S. will be considered to work remotely in a state where Red Hat is registered to do business.
What you will do

• Use a solid repertoire of soft skills to facilitate technical and management escalations within our installed base by working closely with technical support, customer success, engineering partners, and third party partner companies
• Perform technical project and problem escalation management using a holistic approach, typically from initiation through resolution delivery, while ensuring appropriate resources are engaged when needed
• Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalations to completion in a timely manner
• Use excellent communication skills to keep all relevant parties informed
• Mentor and coach peers within the technical support organization to continue managing escalations while enhancing their soft skill set
• Be the local point of contact for questions about processes and procedures and to receive and address process improvement recommendations
• Provide updates to internal stakeholders in a manner which is consistent for the intended audience, including technical support delivery, sales, and upper management
• Assure that the quality of case contents and case management meet internal standards
• Monitor call handling and hand off to ensure that escalated cases are being handled promptly and by priority
• Document case quality analysis on escalated cases
• Provide feedback to managers on case and process performance at an individual level
• Train associates on new or revised processes

What you will bring

• 3+ years of high-tech industry experience managing customer escalations; background technical customer service or support is a plus
• Background in technical support or providing technical customer service and ability to manage critical customer support escalations
• Experience dealing with large customers and complex technical issues
• Experience identifying and implementing process improvements
• Excellent understanding of the open source development model and open source software solutions like cloud computing and DevOps
• Familiarity with Red Hat's product portfolio and subscription business model
• Knowledge in common enterprise software applications and servers
• Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors
• Experience dealing with complex implementations and multidisciplinary teams
• Outstanding communication skills and experience planning and communicating with diverse stakeholders with differing goals, ranging from individual contributors to executive management
• Bachelor's degree in a technology-related discipline is a plus

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.