Support Engineering Manager
Software Development
Excel
WFA Digital Insight
As the demand for skilled support engineers grows, Canonical stands out for its pioneering approach to global distributed collaboration. With the rise of open source software and cloud technologies, professionals with strong Linux expertise are in high demand. This role offers a chance to lead a world-class support team and drive customer satisfaction, but candidates should be prepared to showcase their technical skills and experience in fast-paced environments.
Job Description
About the Role
Canonical is a leading provider of open source software and operating systems, with its platform Ubuntu widely used in breakthrough enterprise initiatives. The company is founder-led, profitable, and growing, with a strong focus on global distributed collaboration.Responsibilities
- Management of a professional support team, including skills development and performance management
- Operational control, shift scheduling, and accountability for key performance indicators (KPIs)
- Ensuring all customer cases are responded to within the SLA and in a professional manner
- Acting as the customer escalation contact and addressing escalations appropriately
- Contributing to the support knowledge base and driving continuous improvement
Requirements
- Extensive CLI experience with Linux at a technical level
- Strong customer focus and technical excellence
- Ability to work in a fast-paced environment and take responsibility for delivering to customers
How to Stand Out
- Familiarize yourself with Ubuntu and Linux support to stand out in the application process
- Showcase your experience in managing remote teams and driving customer satisfaction
- Prepare to discuss your approach to skills development and performance management
- Highlight your ability to work in fast-paced environments and take responsibility for delivering results
- Be ready to provide examples of your technical expertise and problem-solving skills
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