About the Job:
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 lead world-class Support teams, addressing deep technical problems for customers globally on Ubuntu Server, Ubuntu Desktop, and the public cloud.
We are looking for managers for both our Cloud Support Group and Desktop Support Group. You will need to thrive in a fast-paced environment, take responsibility for customer deliverables, and prioritize the growth and development of your team.
Key Responsibilities:
- Manage a professional support team, including skills development and performance management.
- Control operations, shift scheduling, and accountability for key performance indicators (KPIs).
- Ensure timely and professional responses to all customer cases within the Service Level Agreement (SLA).
- Act as the customer escalation contact and manage escalations appropriately.
- Ensure customer satisfaction and contribute to the support knowledge base.
- Drive continuous improvement in team processes and support service delivery.
- Hire, develop, and train the support team to meet business requirements.
- Collaborate with the leadership team on 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 record of high customer focus.
- Preferably fluent in two languages, with English as the primary one.
- 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.
Location:
Riyadh, Riyadh, Saudi Arabia (Remote)
Work Conditions:
Full-time, 100% work-from-home
Company Overview:
Canonical is a growing, international software company that collaborates with the open-source community to deliver Ubuntu, the world's #1 cloud operating system. Our mission is to harness the potential of free software for individuals and organizations. We aim to help businesses globally reduce costs, improve efficiency, and enhance security with Ubuntu.
Benefits:
- Learning and development opportunities.
- Competitive salary.
- Recognition rewards.
- Annual leave.
- Priority Pass for travel.
We foster a workplace free from discrimination, valuing diversity of experience, perspectives, and backgrounds to create a better work environment.
