Support Engineering Manager

Summary

Join Canonical, a leading open source software provider, as a Regional Support Manager leading world-class support teams. You will manage a team, ensuring customer satisfaction and technical excellence in supporting Ubuntu Server, Desktop, and public cloud. Responsibilities include team management, operational control, KPI accountability, customer escalation handling, and knowledge base contribution. The ideal candidate possesses extensive Linux CLI experience, leadership skills, high customer focus, and excellent communication. Canonical offers a distributed work environment, a personal learning budget, annual compensation review, and various other benefits.

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
• Excellent communication skills (verbal and written)

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

• 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
• Preferably fluent in two languages, English being primary one

Benefits

• 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