Red Hat

6 days ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Manage and coach a technical support organization providing advanced diagnostics, troubleshooting, and technical support for enterprise customers. Lead operational excellence through global process improvements and scalable solutions, handle complex customer escalations with executive communication, and partner cross-functionally with Engineering, Product Management, Customer Success, and Sales. Establish inclusive leadership, set measurable metrics for service quality and productivity, drive organizational change, and champion AI to improve knowledge management and customer communications.

Location: Australia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Lead and develop a high-performing technical support organization for enterprise customers delivering advanced diagnostic and troubleshooting support for Red Hat products.
•Drive operational excellence by identifying systemic challenges, improving global processes, and implementing scalable solutions to enhance customer and business outcomes.
•Lead complex customer escalations with clear executive-level communication and cross-functional coordination to resolve issues quickly.
•Partner with Engineering, Product Management, Customer Success, Sales, and global support leaders to influence priorities and improve the end-to-end support experience.
•Establish coaching-oriented leadership culture and use operational metrics to drive continuous improvement; lead organizational change and promote knowledge sharing and AI adoption.

Key Requirements

•8+ years of people leadership experience in enterprise Technical Support or Product Support, including leading managers or senior technical professionals in a global environment.
•Proven ability to build, develop, and retain high-performing technical support teams through coaching, mentoring, and talent development.
•Experience leading organizational or operational transformation initiatives with measurable improvements in customer experience, operational efficiency, or business performance.
•Strong strategic and systems-thinking skills to identify root causes and drive sustainable improvements across functions or regions.
•Fluent Mandarin and English communication skills and prior experience in enterprise software, infrastructure, or cloud technical support environments.

Experience:8+ yearsEnterprise softwareInfrastructureCloudTechnical supportGlobal operations

Skills:LeadershipCoachingMentorshipCommunicationStrategic thinking

Languages:MandarinEnglish

Tech Stack:LinuxCloudContainerKubernetesAI

Company Brief

Red Hat

Provides enterprise open-source software solutions, including Red Hat Enterprise Linux, middleware, cloud, container, and Kubernetes technologies, delivering support, services, and solutions for hybrid cloud environments.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Unicorn (USD 1B+)

Funding: IPO / Publicly Listed

Headquarters: Raleigh, United States

Founded: 1993

Website LinkedIn

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Red Hat

6 days ago

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

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Australia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Lead and develop a high-performing technical support organization for enterprise customers delivering advanced diagnostic and troubleshooting support for Red Hat products.
•Drive operational excellence by identifying systemic challenges, improving global processes, and implementing scalable solutions to enhance customer and business outcomes.
•Lead complex customer escalations with clear executive-level communication and cross-functional coordination to resolve issues quickly.
•Partner with Engineering, Product Management, Customer Success, Sales, and global support leaders to influence priorities and improve the end-to-end support experience.
•Establish coaching-oriented leadership culture and use operational metrics to drive continuous improvement; lead organizational change and promote knowledge sharing and AI adoption.

Key Requirements

•8+ years of people leadership experience in enterprise Technical Support or Product Support, including leading managers or senior technical professionals in a global environment.
•Proven ability to build, develop, and retain high-performing technical support teams through coaching, mentoring, and talent development.
•Experience leading organizational or operational transformation initiatives with measurable improvements in customer experience, operational efficiency, or business performance.
•Strong strategic and systems-thinking skills to identify root causes and drive sustainable improvements across functions or regions.
•Fluent Mandarin and English communication skills and prior experience in enterprise software, infrastructure, or cloud technical support environments.

Experience:8+ yearsEnterprise softwareInfrastructureCloudTechnical supportGlobal operations

Skills:LeadershipCoachingMentorshipCommunicationStrategic thinking

Languages:MandarinEnglish

Tech Stack:LinuxCloudContainerKubernetesAI

Company Brief

Red Hat

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Unicorn (USD 1B+)

Funding: IPO / Publicly Listed

Headquarters: Raleigh, United States

Founded: 1993

Website LinkedIn