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Red Hat Global Support Services Department is hiring an Associate Manager in China, who will manage a China located Technical Support team. His/Her team will provide product support to GCG (Mainland, Hong Kong and Taiwan) customers, covering Red Hat's hybrid cloud infrastructure portfolio of offerings, including Red Hat Enterprise Linux (RHEL), Red Hat OpenShift, OpenShift Virtualization, Ansible, etc. The key responsibilities of this role include but not limited to: Oversee the day-to-day operation of a technical team, Develop strategies for support team to contribute to the GCG business growth, Maintain a high level of customer satisfaction, Handle critical situations and customer escalations, etc

What you will do:

• Manage a China located Technical Support team,who provides product support to GCG (Mainland, Hong Kong and Taiwan) customers, covering Red Hat's hybrid cloud infrastructure portfolio of offerings, including Red Hat Enterprise Linux (RHEL), Red Hat OpenShift, OpenShift Virtualization, Ansible, etc.

• Oversee the day-to-day operation 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

• Maintain product knowledge and business acumen. Develop strategies for support team to contribute to GCG business growth

• Promote and guide continuous professional and personal development of team members. Improve their knowledge management, customer-centric support, and problem-solving skills

• Lead or coordinate initiatives to improve global support processes and procedures

• Participate weekend duty manager shifts to coordinate support resources for 24x7 cases and handle customer escalations

What you will bring:

• Previous commercial experience in a customer service or technical support environment, in a technology-oriented company or department

• 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

• Solid leadership and coaching skills. Ability to identify potential, develop people, and motivate and build a team

• Ability to lead team navigate through changes

• 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

• Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates

• Good written and verbal English communication skills

The following are considered a plus:

• Commercial Linux/K8S experience in the enterprise sector

• Knowledge of support systems and tools

• Appreciation and passion for open source software

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About Red Hat

Red Hat (https://www.redhat.com/) is the world’s leading provider of enterprise open source (https://www.redhat.com/en/about/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.

Diversity, Equity & 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 diverse 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 of diversity 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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