Job Description
Job Description
Open source is now the centre of technology innovation, and the new default for tech and traditional companies alike. Canonical's Ubuntu is the fastest growing open source platform, with over 20 million users globally.
Canonical provides commercial support, consulting and training services to customers and partners who are deploying Ubuntu.
Our customers are technology innovators inside global enterprises using Ubuntu and open source to build the future in their industry.
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 Desktop 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.
Key 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
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 proven track record of high customer focus
- Preferably fluent in two languages, English being primary one
- Excellent communication skills (verbal and written)
Additional skills that you might also bring
- Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies
- Proven track record of contributing to Open Source projects
- Software development experience
- Experience in working in support organizations
- Hands on experience with Canonical's products
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. Our services help businesses worldwide to reduce costs, improve efficiency and enhance security with Ubuntu.
We offer :
- 100% work-from-home
- Learning and development
- Competitive salary
- Recognition rewards
- Annual leave
- Priority Pass for travel
We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products.
Whatever your identity we will give your application fair consideration.
LI-Remote
Manager Tier 3 Support Engineering
A company is looking for a Manager, Tier 3 Support Engineering. ...
Engineering Support Manager
A company is looking for an Engineering Support Manager in the United States. ...
IT Support Specialist
Key Responsibilities:Responding to phone calls, chat support, and email tickets to ensure outstanding customer serviceAddressing and resolving difficult questions, completing tracking, and routing within an incident tracking toolContributing to documentation, FAQs, participating in projects, creatin...
IT Support Specialist
Volt is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or ...
Engineering Manager
It is the responsibility of this position to ensure overall compliance of the engineering department as well as facility compliance with state, local, and federal regulations. Provide technical oversight and leadership to the engineering department for the Allergy Business Unit. Assign and oversee a...
Senior Project Manager - Northwest
The Senior Project Manager will be based on the construction project site and will be responsible for taking projects from conceptual stages through closeout. At Clayco, a Senior Project Manager is responsible for assisting with preconstruction, buying out contracts, and managing the project from st...
Accounting Manager - Corporate & IT
Support and guide project managers, IT Finance and IT leaders through the IT accounting and capitalization process. In addition to salary, our package includes incentive plan participation and comprehensive benefits including medical, dental, vision and retirement benefits, as well as an initial PTO...
Manager, Product Change Management - Remote
We are actively hiring for a Manager, Product Change Management -Remote. As a Manager, Product Change Management you will manage the resources and activities of a team. Experience leading business/Product/IT training design, development, and delivery for sophisticated product and/or IT projects and ...
Project Manager, Redevelopment (Pacific Northwest)
You will manage approximately 5-10 projects at any given time (dependent on project scope and complexity) and will involve oversight of contractors, construction schedules, and on-going construction budgets. Manages and executes daily on-site activities for multiple projects and leads project meetin...
Team Manager, IT - Epic Technical Team
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientati...