Support Engineering Manager

Responsibilities

• Management of a professional support team, including skills development and performance management
• Operational control, shift scheduling, and accountability for KPIs
• Ensuring customer cases are responded to within SLA
• Acting as the customer escalation contact
• Accountability for customer satisfaction
• Contribution to the support knowledge base
• Continuous improvement of team processes and service delivery
• Hiring, developing, and training the support team
• Working with leadership to drive growth and transformation initiatives

Requirements

• Extensive CLI experience with Linux at a technical level
• Leadership and team management experience
• Proven track record of high customer focus under pressure
• Experience or knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization
• Proven track record of contributing to Open Source projects
• Software development experience
• Experience working in support organizations
• Hands-on experience with Canonical's products

Preferred Qualifications

• Fluency in two languages, with English as the primary language
• Excellent verbal and written communication skills

Benefits

• Distributed work environment with twice-yearly in-person team sprints
• 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 and meet colleagues
• Priority Pass and travel upgrades for long-haul company events

About the Company

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software.