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Senior Escalation Manager

Redhat · Nov 20th 2020

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Headquarters: Raleigh URL:

Job summary

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

Required skills

  • 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

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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.

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

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