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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 customer satisfaction, and driving growth and transformation initiatives.
Key Responsibilities
- Manage a team of support engineers, including skills development and performance management
- Operational control, shift scheduling, and accountability for key performance indicators (KPIs)
- Ensure timely and professional responses to customer cases
- Act as the customer escalation contact and ensure escalations are addressed appropriately
- Accountability for customer satisfaction and contribution to the support knowledge base
- Continuous improvement to the team's processes and support service delivery
- Hire, develop, and train support team members 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 a proven track record of high customer focus
- Preferably fluent in two languages, English being primary one
- Excellent communication skills (verbal and written)
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.
