Support Engineering Manager
il y a 5 jours
OverviewJoin to apply for the Support Engineering Manager role at Canonical. Canonical is a leading provider of open‑source software and operating systems, with a global presence in 75+ countries, and a focus on Ubuntu, public cloud, data science, AI, engineering innovation, and IoT.ResponsibilitiesManage a professional support team, focusing on skills development and performance management.Maintain operational control, including shift scheduling and accountability for key performance indicators (KPIs).Ensure all customer cases respond within SLA, and handle escalations with professionalism.Act as the primary customer escalation contact, driving customer satisfaction.Contribute to and maintain the support knowledge base.Lead continuous improvement initiatives for team processes and support service delivery.Hire, develop, and train support staff to meet business requirements.Collaborate with the leadership team to drive growth and transformation initiatives.QualificationsExtensive experience with Linux CLI 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.Proficiency in at least two languages, with English as the primary language.Excellent communication skills (verbal and written).Experience with Linux Desktop, OpenStack, public cloud, or virtualization technologies.Proven track record of contributing to open source projects.Software development experience.Experience working in support organizations.Hands‑on experience with Canonical products.What we offerDistributed work environment with twice‑yearly team sprints in person.Personal learning and development budget of USD 2,000 per year.Annual compensation review.Recognition rewards.Annual holiday leave.Maternity and paternity leave.Employee Assistance Programme.Opportunity to travel to new locations to meet colleagues.Priority Pass and travel upgrades for long‑haul company events.About CanonicalCanonical is a pioneering tech firm at the forefront of the global move to open source. As the publisher of Ubuntu, Canonical changes the world of software, setting a very high standard for people. We recruit on a global basis and expect excellence; most colleagues have worked from home since 2004.Canonical is an equal opportunity employerWe are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration. #J-18808-Ljbffr
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