About the job
The Senior Manager, Technical Support is a pivotal job that involves guiding a team of technical support professionals in providing advanced diagnostic and troubleshooting services for sophisticated systems. This position plays a crucial role in enhancing problem-solving capabilities and ensuring high customer satisfaction. Collaboration with cross-functional teams is key, as is a commitment to continuous improvement in service delivery.
You'll be responsible for
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Managing the technical support team
Overseeing the day-to-day activities of the front-line Technical Production Support team covering Red Hat Products.đ
Handling customer escalations
Managing customer escalations with highly technical support requests from enterprise customers to maintain high satisfaction levels.đ
Coordinating improvement programs
Cooperating with global support processes and procedures to prioritize customer requests and improve service delivery.Key criteria
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People management experience (8+ years)
Demonstrated experience managing teams, enhancing performance and development.View
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Technical support experience
Proven background in product or technical support environments.View
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Fluency in Mandarin
Ability to communicate effectively with Mandarin-speaking customers.View
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