Senior Manager, Technical Support

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Senior Manager to lead a world-class team of engineers supporting our most complex customer environments. In this role, you will be a technical beacon for your team, guiding them through deep-dive troubleshooting of mission-critical issues across the Red Hat portfolio, including Red Hat Enterprise Linux (RHEL), Red Hat OpenShift, and Red Hat Storage Platforms. This role involves not only deep technical expertise but also the strategic use of AI to automate and optimize support processes, from case classification and workload management to predictive issue resolution. You will have direct ownership of critical customer escalations, providing engagement and communication to ensure swift and effective resolution. This role requires flexibility to accommodate weekend and extended hours of operation as needed to manage high-priority issues with a global team. You will be responsible for not just managing people, but for architecting support strategies that scale and fostering a culture of profound technical curiosity and excellence.

At Red Hat, our commitment to open source innovation extends beyond our products - it’s embedded in how we work and grow. Red Hatters embrace change – especially in our fast-moving technological landscape – and have a strong growth mindset. That's why we encourage our teams to proactively, thoughtfully, and ethically use AI to simplify their workflows, cut complexity, and boost efficiency. This empowers our associates to focus on higher-impact work, creating smart, more innovative solutions that solve our customers' most pressing challenges.

What you will do:

• Provide leadership and management to multiple global support teams and senior individual contributors, aligning support activities with global strategic goals.
• Develop strategies and action plans for achieving global support objectives, driving innovation in support delivery and customer satisfaction.
• Lead the resolution of complex and high-impact global issues that require leveraging advanced knowledge of international trends, cross-regional dynamics, and collaboration across multiple support teams.
• Partner with senior leadership to align global support processes and initiatives with broader business strategies while addressing varying regulatory environments across regions.
• Oversee performance management, budgeting, and resource planning to optimize support team performance and financial results.
• Build productive external relationships with global customers and industry stakeholders to enhance support services and effectiveness of support services worldwide.

What you will bring:

• Experience in a Linux, Storage, Cluster HA, FileSystem environment.
• Ensure your team understands and applies guidelines for the ethical use of AI within the team, addressing concerns such as data privacy, bias mitigation, intellectual property, and responsible disclosure.
• Manager a group of over 50+ Support Engineers
• Knowledge of ITIL Framework, Ticketing systems, etc

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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.

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. 

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 different 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 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.