The Red Hat Global Support and Services organization (GSS) is adding a Senior Manager, Technical Support in Brno, Czech Republic to lead the OpenShift Support team. As a member of the technical support leadership team, you will help translate the goals and strategies into scalable architectures that will provide outstanding business value and user experience to our enterprise customers. In this role, you'll manage teams of technical support engineers and help them meet customer-centric organizational goals. You’ll also recommend and implement support workflows and allocate engineers to troubleshoot and solve customer issues. As a Senior Manager, you’ll need to be able to foster teamwork among a diverse group of support engineers and work in a fast-paced, rapidly changing environment.

 

What you will do

• Provide daily operational leadership and management to a team of OpenShift technical support engineers based out of the EMEA region.
• Serve as a management point of contact, coordinating support for customer inquiries
• Deliver an exceptional customer experience to internal and external customers
• Collaborate with engineers, internal teams, and external parties during the problem resolution process
• Deliver a consistent team outcome through leadership of strategic changes
• Manage customer escalations with highly technical support requests from enterprise customers
• Foster teamwork and cross-functional collaboration between technical support, engineering, product management, sales, and professional services teams and customers to achieve a high degree of customer satisfaction
• Provide personal mentorship, direction, and skills evaluation to team members to maximize individual engagement and develop quality and depth of technical and management skills
• Develop and administer schedules and performance requirements
• Provide input on strategies required to meet organizational goals and mentor for specific technical or process areas
• Manage hiring process and maintain a pipeline of talented prospects
• Inspire, monitor, and motivate team members to perform and excel on their career path
• Contribute to regional or global initiatives or projects where needed
• Develop reporting on team initiatives and clearly communicate strategies on how to effectively carry them out

 

What you will bring

• 7+ years of people management experience leading a team in a technical support, support engineering, or customer services organization within a technology-oriented environment
• 10+ years of cumulative experience, including enterprise project management
• Capacity to translate strategic plans into communication and implementation plans; experience guiding significant change management activities
• Ability to interact effectively and diplomatically throughout all levels of the company and with people from diverse backgrounds
• Excellent critical thinking skills with the ability to make timely decisions
• Outstanding communication skills to interact courteously and effectively with customers, partners, and third-party vendors
• Commitment to customer service and providing the best experience possible to customers
• Solid persuasion skills to gain commitments from other stakeholders; great leadership skills to inspire, motivate, and develop team members
• Willingness to work a second shift schedule and perform weekend shift duties when needed
• Thorough understanding of open source software solutions and open source as a business model is a big plus
• Familiarity with Red Hat's portfolio of offerings, including Linux operating systems
• Bachelor's degree in a technical field, preferably in engineering or computer science; or equivalent experience in a technology field