The Senior 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

• Manage the front-line Technical Production Support team covering Red Hat Products.

• 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 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

• Act as an adviser to associates to meet schedules and resolve technical problems

What you will bring

• Total people management experience of 8+ years, exposure to managing people managers is a plus.

• This role would entail managing front-line staff directly and not managing people managers.

• Prior exposure and experience in Product support /technical support is a must

• Ability in communicating / fluency in Mandarin is a must

• 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 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

The following are considered a plus:

• Prior enterprise exposure and exposure to IT infra products.

• Commercial Linux experience in the enterprise sector

• Knowledge of support systems and tools

• Appreciation and passion for open source software

• Demonstrate proficiency in utilizing LLMs (e.g., Google Gemini), as relevant, for tasks such as brainstorming solutions, deep research, summarizing technical documentation, drafting communications, summarizing complex technical information, and enhancing problem-solving efficiency across the development lifecycle.

• Explore and experiment with emerging AI technologies relevant to role, proactively identifying opportunities to incorporate new AI capabilities into existing workflows and tooling.

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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