The Red Hat Global Support Services (GSS) team is seeking a Manager, Technical Support to join our team in the Philippines. Reporting directly to you will be a team of highly technical associates dedicated to providing exceptional service to our enterprise customers. In this role, you will collaborate with global peers to lead initiatives and foster the ongoing development of your associates. We require candidates with experience managing teams within a fast-paced technological environment, coupled with a strong commitment to enhancing the customer experience.

What you will do

• Being a direct manager of the Technical Support teams you would be responsible for covering various Red Hat products like Red Hat Enterprise Linux (RHEL), Red Hat OpenShift, etc. as part of this role.

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

• Manage customer escalations on complex technical support requests from enterprise customers via the phone and the web while  maintaining a high level of customer satisfaction

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

• Improve knowledge management, promote customer-centric mindset and enhance problem solving capabilities of the team

• Lead, coordinate and contribute to the improvement initiatives on global support processes and procedures

• Collaborate with Product Engineering or Business Units, Quality Engineering, Documentation group as well as field teams like Sales function, Solution Architects or marketing teams as needed

• Cooperate daily with global support centers and peer 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

• Provide guidance to associates within the established company policies; recommend changes to policies and procedures

• Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer situation

• Follow processes and operational policies in selecting methods and techniques for obtaining solutions

• Act as an adviser to our leaders as well as associates to meet schedules and resolve business problems

What you will bring

• 10+ years experience of managing support team leads and Technical Support Engineers

• Previous commercial experience in a customer service or technical support environment, in a technology oriented company or department

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

• Demonstrated experience managing a team focused on customer experience and support 

• Ability to identify potential, develop people

• Ability to motivate and build high performing teams

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

• Ability to, prioritize effectively and lead difficult customer situations

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

• Solid leadership and coaching skills

• Strong communication skills to courteously and effectively converse with customers, partners, third party vendors as well as Red Hat associates

• Good written and verbal English communication skills

The following are considered a plus:

• Commercial Linux experience in the enterprise sector

• Knowledge of support systems and tools

• Appreciation and passion for open source software

• Fair to Good Knowledge on Red Hat Products

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