Associate Manager, Technical Support

Há 3 dias

Sao Paulo, Brasil Red Hat Software Tempo inteiro

About the job:
The Red Hat Application Platform Support team is looking for an Associate Manager of Technical Support to join us in Sao Paulo, Brazil. In this role, you will join a team that is responsible for supporting our suite of Red Hat Application Services solutions and Red Hat OpenShift Container Platform. You'll oversee a team of engineers that provides technical support to enterprise customers and help them meet customer-centric organizational goals. You’ll also recommend and implement support workflows and allocate engineers to troubleshoot and solve customer issues. As part of Red Hat's global Customer Experience and Engagement (CEE) organization, you'll partner with your peers around the globe to guide initiatives, implement support workflows, and develop technical team members. As an Associate Manager, you’ll need to use your people management skills and passion for improving the customer experience to foster teamwork among a diverse group of support engineers that work in a fast-paced, rapidly changing environment.

What you will do:

- Manage and maintain a team of technically skilled engineers covering Application Platform Support solutions
- Manage customer escalations for highly technical support requests
- Maintain a high level of customer satisfaction
- Continuously promote and guide the professional and personal development of your team
- Implement strategic changes to improve knowledge management, customer support, and problem solving
- Coordinate improvement programs for global support processes and procedures
- Provide leadership in problem solving, including proposing and discussing fixes, providing advice, and educating customers
- Collaborate with other teams including sales, services, engineering, and product management to prioritize customer requests

What you will bring:

- Commercial experience in a customer service or technical support environment for a technology-oriented company or department
- Demonstrated team-management experience with solid customer focus
- Ability to identify potential and motivate and develop your team from scratch
- Ability to handle multiple tasks at once, prioritize, and work well under pressure
- Ability to communicate effectively with customers, third-party vendors, and Red Hat associates
- Excellent written and verbal communication skills in English
- Familiarity with Openshift or cloud technologies in the enterprise sector is a plus
- Knowledge of support systems and tools is a plus

LI-FV1

About Red Hat:

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