Red Hat Software Looking for Associate Manager, Technical Support at Remote Full Time

About the job:
The Red Hat Focused Solutions team is looking for an Associate Manager for our OpenStack support team to join us in Pune, India In this role, you will manage a team of highly technical associates who are responsible for providing an excellent service for our enterprise customers. You’ll work with your peers around the world to guide initiatives and continually develop technical team members. As an Associate Manager, you’ll need to have experience managing teams in a technological, fast-paced environment, combined with a passion for improving customer experience.

What you will do:
Manage the front-line Technical Production Support team covering Red Hat’s telco focused portfolio of offerings, primarily for Red Hat OpenStack Platform

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

Manage customer escalations with highly technical support requests from enterprise customers via the phone and the web; maintain a high level of customer satisfaction

Work with Red Hat’s telco customers and leadership team, as well as your team members, across the globe on a 24×7 basis; work in different shifts periodically, including EST hours and night shifts, depending on business needs

Promote and guide continuous professional and personal development of team members

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

Coordinate improvement programs for global support processes and procedures

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 and 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 issue

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

Serve as an adviser to associates to meet schedules and resolve technical problems

What you will bring:
Previous commercial experience in a customer service or technical support environment in a technology-oriented company or team

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

Demonstrated experience managing a team with customer focus and service orientation

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 priorities 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

Good written and verbal communication skills in English

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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.