Senior Manager, Software Maintenance Engineering, Technical Support, Mandarin Speaking

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Red Hat

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1993

🏢 Enterprise

💰 Corporate Round on 1999-03

Enterprise • Cloud

Red Hat is a leading provider of enterprise open source software solutions, helping companies worldwide to build and deploy applications across hybrid cloud infrastructures. With a strong focus on developing secure, stable, and innovative technologies, Red Hat offers a broad portfolio including products like Red Hat Enterprise Linux, Red Hat OpenShift, and Red Hat Ansible Automation Platform. These products support IT services on any infrastructure efficiently. Trusted by more than 90% of the U. S. Fortune 500, Red Hat empowers organizations to modernize their IT environments, leveraging open source communities to drive technological advancement.

📋 Description

• Lead and develop a high-performing Technical Support organization responsible for delivering exceptional support for Red Hat 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.

🎯 Requirements

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

🏖️ Benefits

• Flexible working hours • Professional development opportunities • Health insurance • 401(k) matching • Paid time off