Associate Manager, Technical Support

The Associate 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. You will provide mentorship and coaching to technical support associates to enhance problem-solving capabilities, exercising judgment and discretion to handle escalated issues and make impactful decisions. Collaborating with cross-functional teams, you will contribute to the development of support processes, ensuring continuous improvement in service delivery. This role may involve contact with confidential or sensitive customer information, requiring special treatment in accordance with Red Hat policies and applicable privacy laws. Your responsibilities will include overseeing the technical support operations for diagnosing, troubleshooting, and resolving complex issues related to electro/mechanical equipment, computer systems, software applications, and networking systems. You will provide direct management, mentoring, and coaching to technical support engineers, field technicians, and support specialists, ensuring adherence to support protocols and best practices. Addressing escalated customer issues that have not been resolved through standard support procedures, you will leverage your expertise and evaluative judgment to develop solutions for non-functioning systems and software. Establishing and maintaining effective communication lines with design engineering and software development teams will be crucial to address reliability, maintenance, and design issues. Ensuring that the support team is up to date with the latest product updates, upgrades, and software releases, you will facilitate technical training and installation programs for customers as needed. Additionally, you will be responsible for selecting, developing, and evaluating personnel to maintain a high-performing technical support team that aligns with organizational goals and objectives. To excel in this role, you should have 8 to 10 years of people management experience, preferably in a Technical Support environment. 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. Our associates work flexibly across work environments, from in-office to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, regardless of their title or tenure. We foster an open and inclusive environment, hiring creative, passionate individuals ready to contribute their ideas, solve complex problems, and make a significant 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. We aim to empower individuals from diverse backgrounds, perspectives, and experiences to collaborate, challenge the status quo, and drive innovation. Our goal is to provide equal opportunity and access to all, celebrating all voices and identities within our global community. We invite and encourage applicants from all backgrounds to join our diverse and inclusive environment. Equal Opportunity Policy (EEO): Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you require assistance with completing our online job application, please contact application-assistance@redhat.com. Please note that general inquiries, such as those regarding the status of a job application, will not receive a reply.,