Support Engineering Manager

Key responsibilitiesManagement of a professional support team, including skills development and performance managementOperational control, shift scheduling, accountability for key performance indicators (KPIs)Ensures that all customer cases are responded to within the SLA, and in a professional mannerAct as the customer escalation contact, and ensure that such escalations are addressed appropriatelyAccountability for customer satisfactionContribution to the support knowledge baseContinuous improvement to the team's processes and support service deliveryHire, develop and train support team to match business requirementsWork with the leadership team to drive growth and transformation initiativesRequired skills and experienceExtensive CLI experience with Linux at a technical level (Support, Development, Implementation)Leadership experience, and preferably team management experienceConfidence under pressure, with proven track record of high customer focusPreferably fluent in two languages, English being primary oneExcellent communication skills (verbal and written)Additional Skills That You Might Also BringExperience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologiesProven track record of contributing to Open Source projectsSoftware development experienceExperience in working in support organizationsHands on experience with Canonical's productsAbout CanonicalCanonical 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. Our services help businesses worldwide to reduce costs, improve efficiency and enhance security with Ubuntu.We offer:100% work-from-homeLearning and developmentCompetitive salaryRecognition rewardsAnnual leavePriority Pass for travel #J-18808-Ljbffr