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Support Engineering Manager
il y a 2 semaines
Join or sign in to find your next jobJoin to apply for the Support Engineering Manager role at Canonical3 days ago Be among the first 25 applicantsJoin to apply for the Support Engineering Manager role at CanonicalCanonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include top public cloud and silicon providers, and industry leaders across sectors. We are a pioneer of global distributed collaboration, with over 1200 colleagues in 75+ countries and few office-based roles. Teams meet 2-4 times annually in interesting locations worldwide to align on strategy and execution.The company is founder-led, profitable, and growing.Our regional Support Managers lead world-class Support teams—solving deep technical problems for customers on Ubuntu Server, Ubuntu Desktop, and public cloud. They focus on customer satisfaction and technical excellence, ensuring support teams stay updated and troubleshoot efficiently. We are seeking managers for our Cloud Support Group and Devices Support Group.You should be comfortable in a fast-paced environment, responsible for delivering excellent customer service, and committed to your team’s skills and career development.The role entailsManaging a professional support team, including skills development and performance managementOperational control, shift scheduling, and accountability for KPIsResponding to all customer cases within SLA and professionallyActing as the escalation contact for customers and addressing escalations appropriatelyEnsuring customer satisfactionContributing to the support knowledge baseContinuously improving team processes and support deliveryHiring, developing, and training support staff to meet business needsCollaborating with leadership on growth and transformation initiativesWhat are we looking for in youExtensive CLI experience with Linux at a technical level (Support, Development, Implementation)Leadership and team management experienceAbility to work under pressure with a strong customer focusFluency in two languages, with English as primaryExcellent verbal and written communication skillsKnowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologiesProven contribution to Open Source projectsSoftware development experienceExperience working in support organizationsHands-on experience with Canonical's productsWhat we offer colleaguesWe consider location, experience, and performance in shaping compensation globally, revisited annually or more often for certain roles. Benefits include performance bonuses, benefits reflecting our values, and programs tailored to local needs.Distributed work environment with biannual in-person team sprintsUSD 2,000 annual learning and development budgetAnnual compensation reviewRecognition rewardsAnnual leave, maternity, and paternity leaveEmployee Assistance ProgrammeOpportunities to travel and meet colleaguesTravel upgrades for company eventsAbout CanonicalCanonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and encourage excellence. Since 2004, most colleagues work remotely, challenging you to think differently, learn, and grow.Canonical is an equal opportunity employerWe value diversity and are committed to fair consideration for all applicants. #J-18808-Ljbffr
