Support Engineering Manager

Stack

Responsibilities

• ▹Manage a professional support team, including skills development and performance management
• ▹Operational control, shift scheduling, accountability for KPIs
• ▹Ensure all customer cases are answered within the SLA and in a professional manner
• ▹Act as the customer escalation contact
• ▹Accountability for customer satisfaction
• ▹Contribute to the support knowledge base
• ▹Continuously improve the team's processes and support service delivery
• ▹Hire, develop and train the support team to match business requirements
• ▹Work with the leadership team on growth and transformation initiatives

Requirements

• ▹Extensive CLI experience with Linux at a technical level (support, development, implementation)
• ▹Leadership experience, preferably team management
• ▹Confidence under pressure with a proven track record of high customer focus
• ▹Excellent verbal and written communication skills
• ▹Software development experience
• ▹Experience working in support organizations
• ▹Proven track record of contributing to open source projects

Nice to have

• ▹Preferably fluent in two languages, English being the primary one
• ▹Experience or knowledge of Linux Desktop, OpenStack, public cloud or virtualization technologies
• ▹Hands-on experience with Canonical's products

Soft skills

What we offer

• ▹Distributed work environment with twice-yearly in-person team sprints
• ▹Personal learning and development budget of USD 2,000 per year
• ▹Annual compensation review
• ▹Performance-driven annual bonus or commission
• ▹Recognition rewards
• ▹Annual holiday leave
• ▹Maternity and paternity leave
• ▹Employee Assistance Programme
• ▹Opportunity to travel to meet colleagues
• ▹Priority Pass and travel upgrades for long-haul company events

About the company

Canonical publishes Ubuntu and is a leading provider of open source software and operating systems. It has 1200+ colleagues in 75+ countries, mostly working remotely, and is founder-led, profitable and growing.