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.

Red Hat sustaining engineering team is looking for a creative, passionate individual who is ready to join us as Associate Manager – Technical Support and learn within an innovative and dynamic company.

Job Designation : Associate Manager – Technical Support

Qualification :  Bachelor’s Degree

Experience : Freshers

Salary : 5 LPA – 9 LPA

Skill Set :

1. Knowledge of support systems and tools
2. Appreciation and passion for open source software
3. Ability to identify potential, develop people, and motivate and build a team
4. Ability to handle multiple tasks at once, prioritize, and work under pressure
5. Ability to work in process-based environments, with the necessity of consultations, taking initiative, and making decisions
6. Solid leadership and coaching skills
7. Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
8. Good written and verbal English communication skills
9. Provide guidance to associates within the established company policies; recommend changes to policies and procedures
10. Maintain knowledge of current technologies and business trends to provide appropriate evaluation of each customer issue
11. Follow processes and operational policies in selecting methods and techniques for obtaining solution.

Job Description :

1. Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL)
2. Oversee the day-to-day activities of technical teams, consisting of junior to senior technical support engineers
3. Manage customer escalations with highly technical support requests from enterprise customers via the phone and the web; maintain a high level of customer satisfaction
4. Promote and guide continuous professional and personal development of team members
5. Improve knowledge management, customer-centric support, and issue problem solving
6. Coordinate improvement programs for global support processes and procedures
7. Cooperate daily with other front-line global centers and other teams within Red Hat to prioritize customer requests
8. Provide leadership in problem solving, including proposing and discussing fixes, advising and educating customers
9. Receive assignments in the form of objectives and define how to use resources to meet schedules and goal

Location : Pune, India