Senior Manager, Software Maintenance Engineering(Technical Support, Mandarin speaking)
RemoteAustralia
Job Summary
Lead and develop a high-performing Technical Support organization delivering exceptional support for Red Hat products to enterprise customers. Drive operational excellence 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 resolutions. Partner with Engineering, Product Management, Customer Success, and global Support leaders to influence priorities and remove operational barriers. Build an inclusive, coaching-oriented culture by developing talent, empowering leaders, and fostering continuous learning. Establish operational metrics to drive continuous improvement in service quality, customer satisfaction, and team productivity. Champion the adoption of AI and emerging technologies to improve team productivity and operational efficiency. Act as a trusted leader during high-impact situations, making sound decisions under ambiguity while maintaining strong customer and employee confidence. Promote knowledge sharing and best practices across regional and global support teams.
Required Qualifications
- 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
Desired Qualifications
- 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
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