Senior Manager, Software Maintenance Engineering(Technical Support, Mandarin speaking)

Red Hat, Inc.; Australia; On-site; AUD 180,000 - 260,000; Full time

Job summary

RedHat in Australia seeks a Senior Manager, Software Maintenance Engineering to guide a global Technical Support organization delivering advanced diagnostics and enterprise-level product support. You will mentor leaders, optimize processes, and influence cross-functional priorities to improve customer outcomes.

You will drive strategic transformations, manage escalations at the executive level, and foster a culture of learning, accountability, and continuous improvement across distributed teams

Qualifications

• 8+ years of people leadership experience within enterprise Technical Support or Product Support organizations.
• Experience leading managers or senior technical professionals in a global environment.
• Proven track record of transforming and improving customer experience and operational efficiency.
• Strong strategic and systems-thinking capabilities to drive cross-functional improvements.
• Experience managing executive-level customer escalations across multiple functions.
• Ability to influence in a matrixed global organization.
• Excellent leadership presence with strong communication for customers and executives.
• Experience with leadership in enterprise software, infrastructure, cloud, or related technologies.
• Familiarity with support tools and knowledge management platforms.
• Passion for open source technologies and customer-centric support.

Responsibilities

• Lead and develop a high-performing Technical Support organization delivering enterprise product support to customers.
• Drive operational excellence and evolution of support processes with scalable solutions.
• Lead complex customer escalations with executive-level communication and cross-functional coordination.
• Partner with Engineering, Product Management, Sales, Customer Success, and regional/global leaders to influence priorities.
• Build an inclusive coaching culture, develop talent, and foster career growth.
• Establish metrics to drive continuous improvement in service quality, satisfaction, and productivity.
• Lead organizational change initiatives balancing customer needs and business priorities.
• Be a trusted leader during high-impact situations with sound decisions under ambiguity.
• Promote knowledge sharing and best practices across regional/global teams.
• Champion adoption of AI and emerging technologies to improve productivity.

Skills

People leadership

Executive communication

Strategic planning

Global team leadership

Enterprise software

Tools

Support tools

Knowledge management platforms

Case management systems

Job description

Senior Manager, Software Maintenance Engineering

The Senior Manager, Software Maintenance Engineering is responsible for managing and guiding a team of technical support professionals who provide advanced diagnostic, troubleshooting, and technical support services for sophisticated systems, hardware, and software. The role provides mentorship and coaching to technical support associates to enhance problem‑solving capabilities, exercising judgment and discretion to handle escalated issues and make impactful decisions. The role collaborates with cross‑functional teams and contributes to the development of support processes, ensuring continuous improvement in service delivery. This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with RedHat policies and applicable privacy laws.

Responsibilities

• Lead and develop a high‑performing Technical Support organization responsible for delivering exceptional support for RedHat products to enterprise customers.
• Drive the operational excellence and strategic evolution of the support organization by identifying systemic challenges, improving global processes, and implementing scalable solutions that enhance customer and business outcomes.
• Lead complex customer escalations, providing clear direction, executive‑level communication, and cross‑functional coordination to achieve timely and effective resolutions.
• Partner closely with Engineering, Product Management, Customer Success, Sales, and global Support leaders to influence priorities, remove operational barriers, and improve the end‑to‑end customer support experience.
• Build an inclusive, coaching‑oriented culture by developing talent, empowering leaders, identifying high‑potential employees, and fostering continuous learning and career growth.
• Establish and leverage operational metrics to drive continuous improvement in service quality, customer satisfaction, team productivity, and organizational effectiveness.
• Lead organizational change initiatives, balancing customer needs, business priorities, and operational efficiency in a fast‑paced global environment.
• Act as a trusted leader during high‑impact situations, making sound decisions under ambiguity while maintaining strong customer and employee confidence.
• Promote knowledge sharing, operational consistency, and best practices across regional and global support teams.
• Champion the adoption of AI and emerging technologies to improve team productivity, knowledge management, customer communications, and operational efficiency.

Qualifications

• 8+ years of people leadership experience within enterprise Technical Support or Product Support organizations, including leading managers or senior technical professionals in a global environment.
• Proven success building, developing, and retaining high‑performing technical support teams through coaching, mentoring, and talent development.
• Demonstrated experience leading organizational or operational transformation initiatives that delivered measurable improvements in customer experience, operational efficiency, or business performance.
• Strong strategic and systems‑thinking capability, with the ability to identify root causes, solve problems at scale, and drive sustainable improvements across functions or regions.
• Extensive experience managing executive‑level customer escalations and influencing outcomes across Engineering, Product Management, Sales, Customer Success, and other cross‑functional stakeholders.
• Ability to influence without direct authority in a highly matrixed global organization.
• Excellent leadership presence with strong communication skills, capable of engaging effectively with customers, executives, and geographically distributed teams.
• Experience using operational metrics and customer insights to drive decision‑making and continuous improvement.
• Fluent Mandarin and English communication skills.
• Prior experience in enterprise software, infrastructure, or cloud technical support environments.
• Experience supporting RedHat products, or equivalent enterprise infrastructure, cloud, virtualization, or platform technologies in a global Technical Support organization.
• Prior experience in enterprise software companies or similar organizations supporting mission‑critical enterprise customers.
• Commercial Linux experience in enterprise environments.
• Experience leading globally distributed Technical Support teams within a matrix organization.
• Experience driving organizational transformation, support process optimization, or large‑scale operational improvement initiatives.
• Familiarity with support tools, knowledge management platforms, and case management systems.
• Passion for open source technologies and customer‑centric support.

Equal Opportunity Employment

RedHat is proud to be an equal‑opportunity workplace and an affirmative action employer. We review applications for employment without regard to 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. RedHat 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 other payments related to unsolicited resumes or CVs except as required in a written contract between RedHat and the recruitment agency or party requesting payment of a fee. RedHat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, please contact [e-mail].