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Support Engineering Manager
hace 2 meses
Job Summary
Canonical is seeking a highly skilled and experienced Support Engineering Manager to lead our Cloud Support Group and Desktop Support Group. As a key member of our team, you will be responsible for managing a professional support team, ensuring excellent customer satisfaction, and driving continuous improvement in our support service delivery.
Key Responsibilities
- Manage a team of support engineers, providing guidance, coaching, and development opportunities to ensure they have the skills and knowledge needed to deliver exceptional customer service.
- Develop and implement operational processes and procedures to ensure efficient and effective support delivery, including shift scheduling and performance management.
- Ensure that all customer cases are responded to within the agreed Service Level Agreement (SLA) and in a professional manner, acting as the customer escalation contact when necessary.
- Contribute to the development of our support knowledge base, ensuring that our team has access to the latest information and best practices.
- Work with our leadership team to drive growth and transformation initiatives, identifying opportunities to improve our support service and customer satisfaction.
Requirements
- Extensive experience in technical leadership roles, with a strong background in Linux and cloud computing.
- Proven track record of delivering high-quality customer service, with excellent communication and problem-solving skills.
- Experience in managing a team, with a focus on skills development and performance management.
- Fluency in English, with the ability to communicate effectively with customers and team members.
- Additional skills and experience in Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies are highly desirable.
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. Our mission is to realize the potential of free software in the lives of individuals and organizations. We offer a competitive salary, 100% work-from-home flexibility, learning and development opportunities, and a recognition rewards program.
Why Join Us
We are proud to foster a workplace free from discrimination, where diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
