Technical Support Team Lead

7 days ago

Raleigh, United States Red Hat Full time
Job Summary

We are seeking an experienced Associate Manager to lead our Technical Support team in North America. As a key member of our Customer Experience and Engagement team, you will be responsible for managing a team of technical professionals dedicated to delivering exceptional service to our enterprise customers.

Key Responsibilities
  • Manage the front-line Technical Production Support team covering Red Hat Enterprise Linux (RHEL)
  • Oversee the day-to-day activities of technical teams, consisting of junior to senior technical support engineers
  • Serve as an escalation point for issues; provide guidance, resolve issues as necessary, and remove obstacles for the team
  • Promote and guide continuous professional and personal development of team members
  • Utilize data to monitor and assess operations, quality, and team health
  • Improve knowledge management, customer-centric support, and issue problem-solving
  • Cooperate daily with other front-line global centers and other teams within Red Hat to prioritize customer requests
  • Provide leadership in problem-solving, including proposing and discussing fixes, advising and educating customers
  • Receive assignments in the form of objectives and define how to use resources to meet schedules and goals
  • Provides feedback to both employees and management; direct the day-to-day work of the team; prioritize projects, requests, and general tasks so team members have a clear direction on where the team is going and what needs to be done first
  • Maintain high-level knowledge of current technologies and business trends to provide appropriate evaluation of each customer issue
  • Conduct professional development activities, as directed or indicated, in a mentor capacity for team members. This includes activities such as coaching, assessing performance, delivering feedback, career planning, and training plans
  • Act as an adviser to associates to meet schedules and resolve technical problems
  • Coordinate improvement programs for global support processes and procedures
Requirements
  • 3+ years of previous commercial experience in a customer service or technical support environment, in a technology-oriented company or department
  • Prior experience as a Team Lead managing a team with customer focus and service orientation
  • Proven ability to learn and apply new skills and processes quickly, and coach and teach others
  • Excellent interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of the department
  • Knowledge of support systems and tools
  • Appreciation and passion for open source software
  • Ability to identify potential, develop people, and motivate and build a team
  • 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
  • Solid leadership and coaching skills
  • Ability to communicate courteously and effectively with customers, third-party vendors, and Red Hat associates
  • Proven capability to thrive in high-pressure environments and effectively manage stressful situations
  • Strong written and verbal English communication skills
What We Offer
  • Comprehensive medical, dental, and vision coverage
  • Flexible Spending Account - healthcare and dependent care
  • Health Savings Account - high deductible medical plan
  • Retirement 401(k) with employer match
  • Paid time off and holidays
  • Paid parental leave plans for all new parents
  • Leave benefits including disability, paid family medical leave, and paid military leave
  • Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more

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