Specialty
The role
Canonical, the company behind Ubuntu, is hiring a Support Engineering Manager to lead a regional support team handling Ubuntu Server, Desktop and public cloud cases for customers. The role is remote within a globally distributed company.
What you will do
- Manage a technical support team, including skills development and performance reviews.
- Run operations: shift scheduling and accountability for team KPIs.
- Make sure customer cases are answered within SLA.
- Act as the escalation contact for customers and own customer satisfaction.
- Hire and train staff, and contribute to the support knowledge base.
- Improve team processes and work with leadership on growth initiatives.
What they ask for
- Extensive Linux command-line experience in support, development or implementation.
- Leadership experience, preferably managing teams.
- Proven track record of customer focus under pressure.
- Excellent written and verbal communication; preferably fluent in two languages with English primary.
- Knowledge of Linux Desktop, OpenStack, public cloud or virtualization is preferred.
- Experience in support organizations and with open source contributions is preferred.
What they offer
- Performance-driven annual bonus or commission
- Learning and development budget of USD 2,000 per year
- Annual compensation review
- Annual holiday leave and parental leave
- Twice-yearly in-person team sprints with travel
- Employee Assistance Programme
This is our own short reading of the posting. The full description, and anything that has changed since, is on Canonical's careers page behind the apply button.
