Associate Manager, Technical Support

About the Job:

The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Manager for Technical Support with 5+ years of people management experience 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. We will need you to have experience managing teams in a technological, fast-paced environment, combined with a passion for improving 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
• Manage customer escalations with highly technical support requests from enterprise customers via the phone and the web; maintain a high level of customer satisfaction
• 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, advising and educating customers
• Receive assignments in the form of objectives and define how to use resources to meet schedules and goal

What will you bring:

• 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 with customer focus and service orientation
• Commercial Linux experience in the enterprise sector
• 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
• 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
• Good written and verbal English communication skills
• 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
• Act as an adviser to associates to meet schedules and resolve technical problems
• Ability and willingness to adapt to new technologies and tools as the AI field evolves

The following is considered a plus

• Familiarity with AI/ML concepts/ methodologies and their application