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.
Note: This role may come into contact with confidential or sensitive customer information requiring special treatment in accordance with Red Hat policies and applicable privacy laws.
What you will do
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.
What you will bring
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.
The following are considered a plus:
Experience supporting Red Hat 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.
#LI-SH4
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)
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, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
