Full-Time

Support Engineering Manager

Posted on 6/18/2024

Canonical

Canonical

1,001-5,000 employees

Provides enterprise Linux and open-source technologies

Senior

Remote in USA

Required Skills
Communications
Management
Linux/Unix
Requirements
  • 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)
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 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

Canonical delivers Ubuntu, a widely used enterprise Linux, and a range of open-source technologies such as OpenStack, Ceph, LXD, MAAS, Kubernetes, Juju, and Ubuntu Core. These technologies are designed for reliability, flexibility, and efficiency across cloud and IoT environments, known for their security, scalability, and global community support.

Company Stage

N/A

Total Funding

$12.8M

Headquarters

null, United Kingdom

Founded

2004

Growth & Insights
Headcount

6 month growth

5%

1 year growth

17%

2 year growth

31%