Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets, with its well-known platform, Ubuntu. Our solutions are widely used in key areas like public cloud, data science, AI, engineering innovation, and IoT. The company supports a diverse customer base, including high-profile public cloud providers and industry leaders across various sectors.
We are looking for Support Engineering Managers for our Cloud Support Group and Devices Support Group. In this role, you will lead a professional support team, focusing on skills development, performance management, and ensuring high levels of customer satisfaction. The role requires someone who thrives in a fast-paced environment and is passionate about supporting their team's career development.
Key Responsibilities:
- Manage a professional support team, overseeing development, performance management, and shift scheduling.
- Ensure all customer cases are handled within the Service Level Agreement (SLA) and with professionalism.
- Act as the escalation contact for customers; address escalations appropriately.
- Contribute to customer satisfaction and continuously improve support processes and service delivery.
- Recruit and develop support team members to meet business needs.
- Collaborate with leadership to drive growth and transformation initiatives.
What We Are Looking For:
- Extensive CLI experience with Linux (Support, Development, Implementation).
- Leadership and preferably team management experience.
- Confidence under pressure with a proven customer focus.
- Preferably fluent in two languages, with English as the primary language.
- Excellent communication skills (verbal and written).
- Experience or knowledge of Linux Desktop, OpenStack, Public Cloud, or virtualization technologies.
- Proven track record in contributing to open source projects with software development experience.
- Demonstrated experience in support organizations and hands-on experience with Canonical's products.
What We Offer:
- Competitive compensation package revisited annually.
- Performance-driven annual bonus or commission.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review and recognition rewards.
- Benefits including annual leave, maternity and paternity leave, and employee assistance programs.
- Opportunities to travel and meet colleagues globally.
Canonical is committed to fostering a diverse workplace free from discrimination, ensuring that all candidates receive fair consideration irrespective of their background or identity.
