The Red Hat Customer Experience and Engagement (CEE) team is looking for a Senior Escalation Manager to join us in Ireland. In this role, you will actively participate in customer and internal escalations that may be isolated to one case or broader escalations involving multiple cases in our technical support. You’ll be a part of the Europe, the Middle East, and Africa (EMEA) Escalation Management team, Red Hat’s customer-facing escalation management organization
Primary job responsibilities
Use excellent communication and soft skills to facilitate technical and management escalations in our installed base by working with technical account manners, Technical Support teams, Engineering teams, and other business units and ensure that they’re informed
Use a holistic approach to managing technical project or problem escalation
Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalations to completion in a timely manner
Use excellent verbal and written communication skills to keep all relevant parties informed
Provide regular communication updates to organization’s top management
Collaborate, mentor, and coach on escalation practices
Participate on-call coverage over weekends, 2 weekends, every four to six weeks
3-6+ years of experience managing customer escalations, ideally in technical support and a cross functional environment
Experience with identifying and implementing process improvements and dealing with complex implementations in cross functional teams
Proven ability to communicate effectively with senior internal and external stakeholders
Excellent written and verbal communication skills in English
Technical support experience, including open source technologies, is a plus
High-level technical understanding of Red Hat product portfolio is a plus
Experience in collaborating and coordinating with remote teams is a plus
About Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver reliable and high-performing Linux, hybrid cloud, container, and Kubernetes technologies. Red Hat helps customers integrate new and existing IT applications, develop cloud-native applications, standardize on our industry-leading operating system, and automate, secure, and manage complex environments. Award-winning support, training, and consulting services make Red Hat a trusted adviser to the Fortune 500. As a strategic partner to cloud providers, system integrators, application vendors, customers, and open source communities, Red Hat can help organizations prepare for the digital future.
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