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.
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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.
