• Senior Technical Support Product Manager

    Location CZ-Brno
    Posting date 4 weeks ago(11/12/2019 3:44 AM)
    Job ID
    Product Management, 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 Customer Experience and Engagement (CEE) Product Management team is looking for a Senior Technical Support Product Manager to join us in North America (NA) or Europe. In this role, you will represent the technical support team among Red Hat's strategic product teams and regularly interact with senior members of product, engineering, and customer engagement teams. You'll also guide strategy for the support of new offerings and promote new ways to implement support for existing offerings. You'll use your professional experience and deep technical expertise to understand issues with our offerings and make recommendations on behalf of our customers to enhance their experience. Work location is flexible, but Red Hat offices in Raleigh, NC, Westford, MA, or Brno, CZ are preferred. However, we will also consider other Red Hat office locations and home-based, remote work for outstanding candidates. Successful applicants must reside in a country or state where Red Hat is registered to do business.

    Primary job responsibilities

    • Analyze and create business cases and requirements for product support offerings
    • Provide content for support offerings in close collaboration with strategic product teams and support delivery teams
    • Review product roadmaps and strategies for new and existing offerings and develop proposals for supporting them to achieve organizational goals
    • Collaborate with engineering and product management teams to ensure supportability for new offerings
    • Create compelling stories for quarterly service and reviews of our offerings that identify trends and opportunities for improvement for our offerings
    • Assess educational requirements and content for new offerings, technologies, and services
    • Provide customer and market analysis for technical support offerings

    Required skills

    • Bachelor's degree in computer science, engineering, business, or another technical discipline
    • 5+ years of experience in software product management, technical support management, or technical management
    • 3-5 years of experience delivering technical projects, programs, or initiatives; work experience within the enterprise software industry is a plus
    • Understanding of enterprise-level server and application environments; knowledge of middleware, developer, and container technologies is a big plus
    • Outstanding communication skills with the ability to collaborate within all levels of the organization
    • Excellent problem-solving skills, and the ability to navigate difficult situations in a fast-paced environment with diverse teams distributed across the globe
    • Ability to think strategically and translate strategic vision into actionable plans
    • Experience with open source software development and business models is a plus

    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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