Global Enterprise Tech Support Leader

Red Hat; Australia; Hybrid; AUD 180,000 - 240,000; Full time

Job summary

Red Hat is seeking a Senior Manager, Software Maintenance Engineering to lead a global Technical Support organization for Red Hat products. The role guides a team of professionals, coaching and mentoring to improve problem-solving and service delivery while ensuring confidentiality of sensitive information.

Collaboration with Engineering, Product Management, and Sales is essential to align priorities and drive value.

Qualifications

• 8+ years of people leadership experience within enterprise Technical Support or Product Support organizations.

Responsibilities

• Lead and develop a high-performing Technical Support organization.
• Drive operational excellence and strategic evolution of the support organization.
• Lead complex customer escalations with executive-level communication.
• Partner with Engineering, Product Management, Customer Success, Sales, and global Support leaders.
• Build an inclusive, coaching-oriented culture and develop talent.
• Establish and leverage operational metrics for continuous improvement.
• Lead organizational change initiatives balancing customer needs and business priorities.
• Act as a trusted leader during high-impact situations with ambiguity.
• Promote knowledge sharing and best practices across regional/global teams.
• Champion AI adoption to improve productivity and operations.

Skills

People leadership

Executive communication

Strategic thinking

Cross-functional influence

Change management

Customer escalations

Mandarin and English fluency

Enterprise software experience

Job description

Red Hat is seeking a Senior Manager, Software Maintenance Engineering to lead a global Technical Support organization for Red Hat products. The role guides a team of professionals, coaching and mentoring to improve problem-solving and service delivery while ensuring confidentiality of sensitive information.

Collaboration with Engineering, Product Management, and Sales is essential to align priorities and drive value.