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Support Engineering Manager

hace 2 meses

Villa Aldama, México Canonical A tiempo completo

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 organisations.