Support Engineering Manager

Job description

Key responsibilities Management of a professional support team, including skills development and performance management Operational control, shift scheduling, accountability for key performance indicators (KPIs) Ensures that all customer cases are responded to within the SLA, and in a professional manner Act as the customer escalation contact, and ensure that such escalations are addressed appropriately Accountability for customer satisfaction Contribution to the support knowledge base Continuous improvement to the team's processes and support service delivery Hire, develop and train support team to match business requirements Work with the leadership team to drive growth and transformation initiatives Required skills and experience Extensive CLI experience with Linux at a technical level (Support, Development, Implementation) Leadership experience, and preferably team management experience Confidence under pressure, with proven track record of high customer focus Preferably fluent in two languages, English being primary one Excellent communication skills (verbal and written) Additional Skills That You Might Also Bring Experience or knowledge of Linux Desktop, Open Stack, Public Cloud or Virtualization technologies Proven track record of contributing to Open Source projects Software development experience Experience in working in support organizations Hands on experience with Canonical's products About Canonical Canonical is a growing, international software company that works with the open-source community to deliver Ubuntu -- the world's #1 cloud operating system.