Support Engineering Manager

New

Skills

Cloud Communication Communication Skills Customer Support Devops Fluent In English Leadership Linux Open source projects Openstack Software Development Team Management Ubuntu Virtualization Virtualization Technologies

Job Overview

Canonical is seeking a Support Engineering Manager to lead either the Cloud Support Group or Devices Support Group. This remote position involves managing a professional support team, ensuring customer satisfaction, contributing to the support knowledge base, and driving growth initiatives.

Responsibilities
  • Management of a support team including skills development and performance management
  • Operational control, shift scheduling, and accountability for key performance indicators (KPIs)
  • Ensuring all customer cases are responded to within the SLA and in a professional manner
  • Acting as the customer escalation contact and addressing escalations appropriately
  • Contribution to the support knowledge base and continuous improvement to team processes
Requirements & Qualifications
  • Extensive CLI experience with Linux at a technical level
  • Leadership experience and preferably team management experience
  • Confidence under pressure with high customer focus
  • Experience or knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
  • Software development experience and working in support organizations
  • Hands-on experience with Canonical's products
  • Fluency in English and preferably another language
  • Excellent communication skills (verbal and written)

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12.0 Months

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