Support Operations Lead

Support Operations Lead

Job ID 
Technical Support
Posting date 
Remote base 

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 Customer Experience and Engagement (CEE) team is looking for a Support Operations Lead to join us in Pune, India. In this role, you’ll join Red Hat's customer-facing team. You will help us provide high quality technical support to customers around the globe across all Red Hat solution lines. You’ll manage day-to-day operational requirements, ensuring the support team is meeting the support needs of customers.

Primary job responsibilities

  • Maintain a high level of customer-focus to guide customer satisfaction
  • Act as a point of contact, as part of the support leadership team, for customer and internal escalations
  • Frequently interact with support associates, customers, or company leadership team members for matters that require cross-departmental collaboration
  • Follow processes and operational policies in selecting methods and techniques for obtaining solutions
  • Assist with forecasting, workforce, and capacity planning, and regular operational reporting
  • Participate in the development, articulation, and deployment of operational initiatives to improve CEE support delivery and move to operational efficiency
  • Provide input to improvement programs to develop global support process and procedures across the APAC region and co-ordination with other global support centres
  • Interface with sales, services, engineering, product management, and support management when necessary to prioritize customer requests

Required skills

  • Previous commercial experience in a customer service or technical support environment within a technology-oriented company or department
  • Proven ability to learn and apply new skills and processes rapidly and coach and mentor others around them
  • Demonstrated team leadership experience with customer focus and service orientation
  • Solid troubleshooting skills and a passion for problem solving and investigation
  • Ability to handle and prioritize multiple tasks and work under pressure
  • Ability to work in process-driven environments as well as in contexts where consultation with colleagues, taking initiative, and making judgement calls is necessary
  • Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
  • Knowledge of support systems and tools is a plus
  • Appreciation of and passion for open source software is an advantage

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.


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