Canonical is hiring a
Support Engineering Manager

Summary

The job is for a Support Manager role at Canonical, responsible for managing a professional support team for Ubuntu Server and Ubuntu Desktop. The role requires extensive CLI experience with Linux, leadership experience, excellent communication skills, and preferably fluency in two languages. Additional skills that might be beneficial include experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies, proven track record of contributing to Open Source projects, software development experience, and experience in working in support organizations.

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

Responsibilities

• Management of a professional support team, including skills development and performance management
• Operational control, shift scheduling, accountability for key performance indicators (KPIs)
• Ensures that all customer cases are responded to within the SLA, and in a professional manner
• Act 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

Preferred Qualifications

• Preferably fluent in two languages, English being primary one
• Excellent communication skills (verbal and written)

Benefits

• 100% work-from-home
• Learning and development
• Competitive salary
• Recognition rewards
• Annual leave
• Priority Pass for travel