Support Engineering Manager

Overview Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough initiatives in public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders across sectors. Canonical is founder-led, profitable, and growing. We are a globally distributed team with 1200+ colleagues in 75+ countries, and very few office-based roles. Teams meet two to four times per year in person in locations around the world to align on strategy and execution. The role is based in Sevilla La Nueva, Community of Madrid, Spain. We are looking for managers for both of our support groups: Cloud Support Group and Devices Support Group. 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 of the team's processes and support service delivery Hire, develop and train the support team to match business requirements Collaborate with the leadership team to drive growth and transformation initiatives Qualifications 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 the primary one Excellent communication skills (verbal and written) Experience or knowledge of Linux Desktop, OpenStack, 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 What we offer colleagues Distributed work environment with twice-yearly in-person team sprints Personal learning and development budget Annual compensation review Recognition rewards Annual holiday leave Maternity and paternity leave Employee Assistance Programme Opportunity to travel to new locations to meet colleagues Travel upgrades for long-haul company events About Canonical Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence – in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical is an equal opportunity employer We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration. Position details Seniority level: Mid-Senior level Employment type: Full-time Job function: Engineering and Information Technology Industries: Software Development #J-18808-Ljbffr