About the Job:
Open source is at the forefront of technological innovation, and Canonical's Ubuntu platform is the fastest growing in this domain, boasting over 20 million users globally. Canonical provides commercial support, consulting, and training services to clients utilizing Ubuntu.
As a Support Engineering Manager, you will lead our Support teams that tackle complex technical issues for customers worldwide on Ubuntu Server, Ubuntu Desktop, and public cloud platforms. Key attributes for success in this role include a strong customer focus and technical excellence, ensuring that your team is always equipped with the latest knowledge and performs effective troubleshooting.
Key Responsibilities:
- Manage a professional support team with a focus on skills development and performance management.
- Oversee operational control and shift scheduling, ensuring accountability for key performance indicators (KPIs).
- Ensure timely and professional response to all customer cases within SLA.
- Act as the primary escalation contact for customers and manage escalated issues appropriately.
- Maintain accountability for customer satisfaction.
- Contribute to the support knowledge base and advocate for continuous improvement in processes and service delivery.
- Hire, develop, and train support staff to align with business needs.
- Partner with leadership to drive growth and transformation initiatives.
Required Skills and Experience:
- Extensive command line interface (CLI) experience with Linux.
- Proven leadership experience and team management capabilities.
- Ability to perform confidently under pressure with a strong customer focus.
- Fluent in English, with proficiency in an additional language preferred.
- Exceptional verbal and written communication skills.
Additional Skills (Optional):
- Experience or knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies.
- Proven track record within Open Source projects.
- Software development experience.
- Prior experience in support organizations.
- Hands-on familiarity with Canonical's products.
About Canonical:
Canonical is a rapidly growing international software company, recognized for its contributions to the open-source community and as the publisher of Ubuntu, the world's leading cloud operating system. Our mission is to harness the power of free software for individuals and organizations, helping businesses around the world reduce costs, improve efficiency, and enhance security through Ubuntu.
We Offer:
- Fully remote work environment
- Opportunities for learning and development
- Competitive salary and recognition rewards
- Annual leave
- Priority Pass for travel
We are committed to creating a diverse workplace, and we ensure fair consideration for all applications regardless of background or identity.
