Red Hat16 jobs

Senior Manager, Software Maintenance Engineering(Technical Support, Mandarin speaking)

SeniorFull-timeHybridAustraliaPosted 5 days agoVerified 1 week ago
Pending fitX of Y criteria met

About the job

The Senior Manager, Software Maintenance Engineering is a vital position that involves managing and guiding a team of technical support professionals. This job is all about enhancing problem-solving capabilities and making impactful decisions while collaborating with cross-functional teams. At Red Hat, the team thrives on mentorship, continuous improvement, and fostering an inclusive culture.

Meet the team

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You'll be responsible for

🌟

Leading and developing a high-performing team

Lead and develop a high-performing Technical Support organization responsible for delivering exceptional support for Red Hat products to enterprise customers.
🚀

Driving operational excellence

Drive the operational excellence and strategic evolution of the support organization by identifying systemic challenges, improving global processes, and implementing scalable solutions that enhance customer and business outcomes.
⚡

Managing complex customer escalations

Lead complex customer escalations, providing clear direction, executive-level communication, and cross-functional coordination to achieve timely and effective resolutions.

Key criteria

👥

People leadership experience

8+ years leading technical support teams in global environments.

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📈

Operational transformation experience

Demonstrated success in driving measurable improvements in customer experience.

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🛠️

Technical support expertise

Extensive experience in enterprise software or cloud technical support.

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5 criteria for this job
People leadership experience
8+ years leading technical support teams in global environments.

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Operational transformation experience
Demonstrated success in driving measurable improvements in customer experience.

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Technical support expertise
Extensive experience in enterprise software or cloud technical support.

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Fluent communication skills
Fluent in Mandarin and English for effective stakeholder engagement.

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Strategic problem-solving skills
Proven ability to identify root causes and drive sustainable improvements.

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