Support Engineering Manager
Job description
Regional Support Manager at Canonical, running a professional technical support team for Ubuntu Server, Ubuntu Desktop and public cloud customers. The role combines customer focus with technical excellence and team leadership.
At a glance
- Employment
- Full-time
- Work mode
- Remote
- Languages
- English – fluent
What you'll do
- 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
What we're looking for
- 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)
- 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
Nice to have
- Preferably fluent in two languages, English being primary one
Your team
Cloud Support Group or Devices Support Group
Regional Support Managers run world-class Support teams solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud.
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
- Performance-driven annual bonus or commission
Apply
Direct apply at Canonical
Opens the job posting at Canonical
About Canonical
The company that publishes Ubuntu
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Its platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles.
Mission
To be at the forefront of the global move to open source
Key facts
- 1200+ colleagues
- 2004
- Open source software and operating systems
- 1200+ colleagues in 75+ countries
- Very few office-based roles; most colleagues have worked from home since its inception in 2004
- Teams meet two to four times yearly in person
- Founder-led, profitable, and growing
- Publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud
What they value
- Excellence
- Customer focus
- Technical excellence
- Fairness globally
- Diversity of experience, perspectives, and background