Support Engineering Manager

About the role

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

The company is founder-led, profitable, and growing.

Our regional Support Managers run world-class Support teams – solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud. They demonstrate two key attributes: customer focus – ensuring that customers are always satisfied with the service they are receiving, and technical excellence – ensuring that the support team is always up to date with the our technology, and that they perform sound and quick troubleshooting. We are looking for managers for both of our support groups; Cloud Support Group and Devices Support Group.

You'll need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges. You will also need to care deeply about your team, their skills, and their career development.

The role entails

- 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

What are we looking for in you

- 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)

- Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies

- Proven track record of contributing to Open Source projects