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

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.

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