Associate Manager, Application Platform Support
Denver, CO

Job Description

Company description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Application Platform Support (APS) Delivery team is looking for a customer-focused technical support professional with a people management background to join us as an Associate Manager in Denver, CO. In this role, you will work as part of an APS team, which is dedicated to providing a premium level of technical support to enterprise customers. You'll help build, maintain, and grow our customers' cloud systems. You'll oversee a fast-growing team of engineers that provide high-level technical support to enterprise customers using Red Hat OpenShift, Red Hat's open source container application platform. You'll partner closely with customers, engineers, and management stakeholders to ensure a good outcome and outstanding customer experience. As an Associate Manager, you will also translate the goals and strategies of the Customer Experience and Engagement (CEE) team into scalable architectures that provide exceptional business value and outstanding user experience. You'll evaluate and recommend the implementation of our support workflow, allocating engineers to appropriately solve customer problems, and manage projects and other efforts to ensure that the needs of the business are met.

Primary job responsibilities

* Serve as a management point of contact, coordinating support for customer inquiries for Red Hat OpenShift
* Deliver exceptional customer experience to internal and external customers
* Collaborate with support engineers, internal teams, and external parties during the problem resolution process
* Provide daily operational leadership and management to a technical team of up to 20 technical support engineers in North America
* 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 candidates
* Inspire, monitor, and motivate team members to perform and excel on their career paths
* Travel as necessary to visit customers and partners and attend conferences and other events
* 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

Required skills

* 2 years of experience leading a team in a technical support, support engineering, or customer services organization within a technology-oriented environment
* 7+ years of cumulative experience, including enterprise project management
* Knowledge of the Linux operating system; Red Hat Certified Engineer (RHCE) certification is a plus
* Bachelor's degree in a technical field, preferably in engineering or computer science
* 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, especially with sales teams
* Solid critical-thinking skills with the ability to make timely decisions
* Excellent communication skills in English 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 technologies like Red Hat OpenShift Container Platform, containers, and Red Hat Ansible Automation cloud management is a plus

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, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.