Support Engineering Manager
About the role
Job Overview: Canonical is a prominent provider of open source software and operating systems, particularly known for Ubuntu. We cater to diverse sectors, including public cloud, AI, and IoT, and our team of over 1200 professionals operates globally with minimal office-based roles. We are on the lookout for regional Support Managers for our Cloud Support Group and Devices Support Group.
Main Responsibilities:
- Lead a professional support team, overseeing skill development and performance management.
- Manage operational control, shift scheduling, and accountability for key performance indicators (KPIs).
- Ensure customer cases are addressed promptly and professionally within service level agreements (SLAs).
- Act as the escalation contact for customer issues and ensure effective resolution.
- Contribute to the support knowledge base and drive continuous improvement in service delivery.
- Recruit and train support team members to align with business needs.
- Collaborate with leadership to propel growth and transformation initiatives.
Requirements:
- Extensive CLI experience with Linux, including support and development roles.
- Proven leadership and team management experience.
- High customer focus and ability to perform under pressure.
- Fluency in English and preferably a second language.
- Strong verbal and written communication skills.
- Familiarity with Linux Desktop, OpenStack, public cloud, or virtualization technologies.
- Experience in support organizations and with Canonical products.
How to Apply: Interested candidates should submit their application through our website. We value diversity and encourage applicants from all backgrounds to apply. Join us at Canonical, where innovation meets opportunity!
Summarised by JobsOnline Africa from the employer's listing. The full details are on the employer's site when you apply.