Associate Manager, Technical Support

Join to apply for the Associate Manager, Technical Support role at Red Hat.

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 w...