Technical Leadership Role for Support Team
1 semana atrás
At Canonical, we're pushing the boundaries of open-source innovation and shaping the future of tech. With over 20 million users globally, our Ubuntu platform is the fastest-growing open-source solution in the industry. As a regional Support Manager, you'll be leading a world-class support team that solves complex technical problems for customers worldwide.
About UsCanonical is a global software company working closely with the open-source community to deliver Ubuntu – the world's #1 cloud operating system. Our mission is to harness the potential of free software to transform lives and businesses.
About the RoleWe're seeking an experienced leader to manage one of our two support groups: Cloud Support or Desktop Support. As a Support Manager, you'll oversee a professional team responsible for delivering top-notch support services to our customers. Key responsibilities include:
- Managing a skilled support team, focusing on skills development and performance management
- Operational control, shift scheduling, and accountability for key performance indicators (KPIs)
- Ensuring timely responses to customer cases within Service Level Agreements (SLAs) and providing professional support
- Acting as the customer escalation contact and addressing such escalations appropriately
- Accountability for customer satisfaction and contributing to the support knowledge base
- Driving continuous improvement in team processes and support service delivery
To succeed in this role, you'll need:
- Extensive CLI experience with Linux at a technical level (support, development, implementation)
- Leadership experience, preferably with team management expertise
- Confidence under pressure, with a proven track record of high customer focus
- Fluency in English (primary language) and preferably another language
- Excellent communication skills (verbal and written)
As a member of our team, you'll enjoy:
- A competitive salary: $120,000 - $150,000 per year, depending on location and experience
- Ongoing training and development opportunities
- A collaborative work environment with a dynamic team
- The chance to contribute to the growth and transformation of a leading open-source company
We're looking for individuals who share our passion for open-source innovation and are committed to delivering exceptional support services. If you're up for the challenge, please submit your application.
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