Open source is now the center of technology innovation, and Canonical's Ubuntu is the fastest growing open source platform, with over 20 million users globally. Canonical provides commercial support, consulting, and training services to customers and partners deploying Ubuntu. Our regional Support Managers run world-class support teams, solving deep technical problems for customers on Ubuntu Server, Ubuntu Desktop, and in the public cloud.
We are looking for managers for both our Cloud Support Group and Desktop Support Group. You will need to be comfortable in a fast-paced environment, able to take responsibility for delivering to customers, and enjoy challenges. Additionally, you will need to care deeply about your team, their skills, and their career development.
Key Responsibilities:
- Management of a professional support team, including skills development and performance management.
- Operational control, shift scheduling, and accountability for key performance indicators (KPIs).
- Ensure 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 and continuous improvement of the team's processes and support service delivery.
- Hire, develop, and train the support team to match business requirements.
- Work with the leadership team to drive growth and transformation initiatives.
Required Skills and Experience:
- Extensive CLI experience with Linux at a technical level (Support, Development, Implementation).
- Leadership experience, preferably with team management.
- Confidence under pressure with a proven track record of high customer focus.
- Preferably fluent in two languages, with English being the primary language.
- Excellent communication skills (verbal and written).
Additional Skills That You Might Also Bring:
- 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.
Work Conditions:
- 100% work-from-home.
- Learning and development opportunities.
- Competitive salary.
- Recognition rewards.
- Annual leave.
- Priority Pass for travel.
Canonical is proud to foster a workplace free from discrimination. We believe that diversity of experience, perspectives, and backgrounds creates a better work environment and better products. Applications are welcomed from individuals of all identities.
