Compensation Overview

The Red Hat Customer Experience and Engagement (CEE) team is seeking an Associate Manager for Technical Support to join our North America team. In this role, you will lead a team of skilled technical professionals dedicated to delivering exceptional service to our enterprise customers. You will collaborate with global peers to drive initiatives and support the continuous development of your team members. The ideal candidate will have experience with teams in a fast-paced, technology-driven environment, along with a strong passion for enhancing the customer experience. 

What will you do:

• Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL)

• Oversee the day-to-day activities of technical teams, consisting of junior to senior technical support engineers

• Serve as an escalation point for issues; provide guidance, resolve issues as necessary, and remove obstacles for team

• Promote and guide continuous professional and personal development of team members

• Utilize data to monitor and assess operations, quality, & team health

• Improve knowledge management, customer-centric support, and issue problem solving

• Cooperate daily with other front-line global centers and other teams within Red Hat to prioritize customer requests

• Provide leadership in problem solving, including proposing and discussing fixes, advising and educating customers

• Receive assignments in the form of objectives and define how to use resources to meet schedules and goals

• Provides feedback to both employees and management; direct the day to day work of the team; prioritize projects, requests, and general tasks so team members have a clear direction on where the team is going and what needs to be done first

• Maintain high level knowledge of current technologies and business trends to provide appropriate evaluation of each customer issue

• Conduct professional development activities, as directed or indicated, in a mentor capacity for team members. This includes activities such as coaching, assessing performance, delivering feedback, career planning and training plans

• Act as an adviser to associates to meet schedules and resolve technical problems

• Coordinate improvement programs for global support processes and procedures

What will you bring:

• 3+ years of previous commercial experience in a customer service or technical support environment, in a technology-oriented company or department

• Prior experience as a Team Lead managing a team with customer focus and service orientation

• Proven ability to learn and apply new skills and processes quickly, and coach and teach others

• Excellent interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department

• Knowledge of support systems and tools

• Appreciation and passion for open source software

• Ability to identify potential, develop people, and motivate and build a team

• Solid troubleshooting skills and a passion for problem solving and investigation

• Ability to handle multiple tasks at once, prioritize, and work under pressure

• Ability to work in process-based environments, with the necessity of consultations, taking initiative, and making decisions

• Solid leadership and coaching skills

• Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat associates

• Proven capability to thrive in high-pressure environments and effectively manage stressful situations

• Strong written and verbal English communication skills

The salary range for this position is $101,300.00 - $162,050.00. Actual offer will be based on your qualifications.

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 have the flexibility to choose the work environment that suits their needs from in-office to fully remote to office-flex. 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. Opportunities are open. Join us.

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. 

Diversity, Equity & 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 diverse 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 of diversity 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.

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.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email [email protected]. General inquiries, such as those regarding the status of a job application, will not receive a reply.