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Support Engineering Manager

Managing support team, ensuring customer satisfaction, technical excellence.
Canonical
Remote
Undisclosed salary
Job Description

Canonical is seeking a Support Engineering Manager to lead world-class Support teams focused on solving technical challenges for customers using Ubuntu Server, Ubuntu Desktop, and public cloud solutions. The Support Engineering Manager will be responsible for ensuring customer satisfaction and maintaining technical excellence within the team. This role involves managing a professional support team, operational control, and driving continuous improvement to the team's processes and support service delivery.

Role involves:

  • Management of a professional support team, including skills development and performance management
  • Operational control, shift scheduling, accountability for key performance indicators (KPIs)
  • Ensuring that all customer cases are responded to within the SLA, and in a professional manner
  • Acting as the customer escalation contact, and ensure that such escalations are addressed appropriately
  • Accountability for customer satisfaction
  • Contribution to the support knowledge base
  • Continuous improvement to the team's processes and support service delivery
  • Hire, develop and train support team to match business requirements
  • Work with the leadership team to drive growth and transformation initiatives

Requirements:

  • Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
  • Leadership experience, and preferably team management experience
  • Confidence under pressure, with proven track record of high customer focus
  • Preferably fluent in two languages, English being primary one
  • Excellent communication skills (verbal and written)
  • Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies
  • Proven track record of contributing to Open Source projects
  • Software development experience
  • Experience in working in support organizations
  • Hands on experience with Canonical's products

What Canonical offers:

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