• Technical Support Operations Lead, Application Platform Support

    Location US-NC-Raleigh
    Posting date 2 months ago(8/8/2018 3:26 AM)
    Job ID
    Technical Support
  • 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 Application Platform Support (APS) Delivery team is looking for a Technical Support Operations Lead with a technical support background to join us in Raleigh, NC. In this role, you will help manage the day-to-day operational requirements of the the APS delivery team, which is dedicated to providing a premium level of technical support to enterprise customers using Red Hat's cloud computing and middleware technologies and solutions.

    Primary job responsibilities

    • Maintain a high level of customer-focus to achieve consistent customer satisfaction
    • Manage day-to-day operational requirements, ensuring the support teams are meeting the support needs of customers; ensure that all requests are handled within the service-level agreements (SLAs), coordinating the correct level of resourcing for cases with other teams when necessary
    • Serve as a point of contact for 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-functional collaboration
    • Follow processes and operational policies to architect methods and techniques for obtaining solutions
    • Assist with forecasting, workforce, and capacity planning and regular operational reporting
    • Help in creation of action plans for KPIs, SLA improvement initiatives, and other departmental needs
    • Assist with the development, deployment and articulation of operational initiatives to improve Customer Experience and Engagement (CEE) support delivery and maintain operational efficiency
    • Provide input on improvement programs that develop global support process and procedures as part of the support leadership team across the North American (NA) region and other global support centres
    • Coordinate with sales, services, engineering, product management, and support management teams when necessary to prioritize customer requests
    • Contribute to regional or global initiatives or projects where needed

    Required skills

    • Willingness and ability to work a second shift schedule; available to perform weekend shift duties on a rotational schedule when needed
    • 4+ years of commercial experience in a customer services or technical support environment in a technology-oriented company or team
    • People leadership experience in a technical support, software development, system engineering, or technical services delivery organization
    • Premium customer service skills; prior help desk experience or customer-focused experience is preferred
    • Demonstrated ability to learn and apply new skills and processes rapidly and coach, mentor, and persuade others around you
    • Enthusiastic personality with demonstrated team leadership experience with a solid customer focus and service orientation
    • Outstanding troubleshooting skills and passion for problem-solving and investigation
    • Ability to handle multiple priorities and work under pressure in a fast-paced environment
    • Experience working in process-driven environments and in contexts where consultation with colleagues, taking initiative, and making judgement calls are necessary
    • Ability to communicate courteously and effectively with both internal and external customers
    • Bachelor's degree in a technical field, preferably in engineering or computer science

    The following are considered a plus:

    • Knowledge of technical support systems and tools
    • Knowledge of industry support and project methodologies like Information Technology Infrastructure Library (ITIL), Agile, or Prince2
    • Familiarity with Red Hat solutions portfolio and open source software development

    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, veteran status, 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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