Senior Manager, Software Maintenance Engineering, Technical Support, Mandarin Speaking

Role Overview

• 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.

Requirements

• 8+ years of people leadership experience within enterprise Technical Support or Product Support organizations
• 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.

Benefits

• Flexible working hours
• Professional development opportunities
• Health insurance
• 401(k) matching
• Paid time off