Associate Manager, Technical Support

As an Associate Manager of Technical Support at Red Hat in Pune, you will lead and manage a team of technical support engineers responsible for resolving complex issues related to Red Hat's enterprise product portfolio including RHEL, OpenShift, and middleware solutions. You will oversee day-to-day team operations, set performance goals, conduct regular one-on-ones, and ensure that service level agreements and customer satisfaction targets are consistently met. Your responsibilities include hiring and onboarding new engineers, identifying training and skill development needs, and driving process improvements to enhance support efficiency. You will also serve as an escalation point for critical customer issues, collaborating with engineering and product teams to drive timely resolutions. The role requires strong people management skills combined with deep technical understanding of Linux and open-source infrastructure.