Associate Manager, Technical Support

The Associate Manager, Technical Support 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.

Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.
 

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:

• 8 to 10 years of people management experience preferably in Technical Support environment.

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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 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.

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.

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