About the Job:
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include major public cloud and silicon providers, as well as industry leaders across various sectors.
Our regional Support Managers lead world-class support teams that solve complex technical problems for customers worldwide on Ubuntu Server, Ubuntu Desktop, and the public cloud. Candidates should possess a strong customer focus and technical excellence to ensure satisfaction and effective troubleshooting.
Key Responsibilities:
- Manage a professional support team, focusing on skills development and performance management.
- Ensure operational control, shift scheduling, and accountability for key performance indicators (KPIs).
- Respond to all customer cases within the Service Level Agreement (SLA) and in a professional manner.
- Act as the escalation contact for customers and manage escalations appropriately.
- Maintain high customer satisfaction and contribute to the support knowledge base.
- Drive continuous improvement in team processes and service delivery.
- Recruit, develop, and train the support team to meet business needs.
- Collaborate with the leadership team to initiate growth and transformation projects.
Qualifications:
- Extensive command line interface (CLI) experience with Linux (Support, Development, Implementation).
- Leadership experience with a preference for previous team management.
- Proven ability to operate under pressure with a high customer focus.
- Preferably fluent in two languages, with English as the primary language.
- Excellent verbal and written communication skills.
- Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies.
- Experience contributing to Open Source projects and software development.
- Hands-on experience with Canonical products is a plus.
What We Offer:
- Competitive compensation with annual reviews.
- Performance-driven annual bonus or commission.
- Benefits that reflect our values and ideals, adjusted to local needs.
- Distributed work environment with twice-yearly team meetings in person.
- Personal learning and development budget of USD 2,000 per year.
- Recognition rewards and annual leave entitlements.
- Maternity and paternity leave.
- Employee Assistance Program.
- Opportunities to travel to meet colleagues globally.
Canonical is an equal-opportunity employer that fosters a diverse and inclusive workplace. We value different perspectives and backgrounds, ensuring fair consideration for all applicants.
