The Red Hat GSS (Global Support Services) team is seeking a Lead Technical Support Engineer to join us in Pune, India. The GSS team is Red Hat's customer-facing support organization. We provide high quality technical support to customers around the globe across all Red Hat product lines. In this role, you will manage day-to-day operational requirements, ensuring the support team is meeting the support needs of customers.

What you will do

Maintain a high level of customer-focus to drive customer satisfaction

Work with Red Hat enterprise customers, leadership team as well as your team members across the globe on 24x7 basis and also requires one to work in different shifts periodically (including EST hours/night shift) depending on the business needs.

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

Assist with regular operational reporting

Assist with the development, articulation, and deployment of operational initiatives to improve GSS support delivery and move to operational efficiency

Provide input to improvement programs to develop global support process and procedures as part of the support leadership team across the APAC region and co-ordination with other global support centres

Interface with sales, services, engineering, product management, and support management when necessary in order to prioritize customer requests

What you will bring

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, mentor, influence 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 multi-task, prioritize, 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 considered is a plus

An appreciation of and passion for open source software would is an advantage

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About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)
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