Associate Manager, Technical Support

The Red Hat Global Support Services team is looking for an Associate Manager to join an exciting, rapidly growing team in the West Coast of USA. The Associate Manager is responsible for managing and guiding a team of technical support professionals who provide advanced diagnostic, troubleshooting, and technical support services for sophisticated systems, hardware, and software. The role provides mentorship and coaching to technical support associates to enhance problem-solving capabilities, exercising judgment and discretion to handle escalated issues and make impactful decisions. The role collaborates with cross-functional teams and contributes to the development of support processes, ensuring continuous improvement in service delivery.

What you will do:

• Oversee the technical support operations for diagnosing, troubleshooting, and resolving complex issues related to electro/mechanical equipment, computer systems, software applications, and networking systems.

• Provide direct management, mentoring, and coaching to technical support engineers, field technicians, and support specialists, ensuring adherence to support protocols and best practices.

• Address escalated customer issues that have not been resolved through standard support procedures, leveraging expertise and evaluative judgment to develop solutions for non-functioning systems and software.

• Establish and maintain effective communication lines with design engineering and software development teams to address reliability, maintenance, and design issues.

• Ensure that the support team is up to date with the latest product updates, upgrades, and software releases, and facilitate technical training and installation programs for customers as needed.

• Select, develop, and evaluate personnel to maintain a high-performing technical support team that aligns with organizational goals and objectives.

What you will 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 (Spanish and/or Portuguese is a plus)

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 work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. 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.

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. 

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 different 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 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.