Red Hat Associate Manager- Technical Support in Beijing, China

Company Description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Customer Experience and Engagement (CEE) team is looking for an Associate Manager focused on technical support and customer experience to join us in Beijing China. In this role, you will manage a team of highly technical associates who are responsible for providing excellent services to our enterprise customers. You'll keep the team's technical and non-technical skills current by promoting ongoing professional and personal development, as well as mentor and coach team members to develop the quality and depth of their skills. You'll work with your peers around the world to guide initiatives and continually develop technical team members. You'll need to have experience of managing teams in a technological, fast-paced environment, combined with a passion for improving the customer experience.

Primary job responsibilities

  • Lead and manage Technical Support team, consisting of junior to senior technical support engineers, to cover Red Hat Enterprise Linux (RHEL), Red Hat Virtualization, and relevant products and add-ons

  • 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 problem-solving

  • Coordinate improvement programs for global support processes and procedures to guide operational excellence

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

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

  • Demonstrate leadership of customer engagement, prioritization, and problem-solving

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

  • Collaborate with non-CEE departments to guide consistent customer experience

Required skills

  • Demonstrated experience in leading a team in a technology-oriented company or department for customer experience and service orientation

  • Solid leadership and coaching skills

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

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

  • Ability to learn and apply new skills and processes quickly

  • 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

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

  • Proficient language skills in English; good written and verbal communication skills in either Japanese, Korean, or Cantonese is a plus

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 softwares

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.

Job ID 65121

Category Software Engineering, Technical Support