Support Engineering Manager
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
OPEN: Manager Fire Programs Support
Liaise with site department managers to identify solutions to their support needs. Act as a coach and facilitator to create and sustain a non-threatening supportive team environment. This knowledge is considered to be normally acquired through the successful completion of a four-year university educ...
Project Manager Industrial
POSITION SUMMARY The Project Manager is responsible for the project and is accountable for satisfying the Company and the client in terms of quality, safety, timeliness and cost. The Project Manager is responsible for the pre-planning, development and implementation of the project until completion. ...
Project Manager, Mixed-Use High-Rise Communities – Permanent – 2737
Experience building with a construction manager or developer/builder as a Project Manager. Project Manager, Mixed-Use High-Rise Communities – Permanent – 2737 Toronto, ON. Attention Residential High-Rise Project Managers!. With a growing team and pipeline of work, they are now looking to add Project...
Senior Manager, Portfolio Strategy (Design and Digital Product)
Develops content for key strategic presentations and other strategic products. Influences peers and business line through strategic recommendations and relationship building to embed a human-centered approach to solutions and product implementation. ...
Hydropower - Senior Mechanical Engineer
Perform high level engineering on penstocks, turbines, mechanical governors, bearing lubrication and cooling, shaft balancing and alignment, hydro-mechanical gates, valves, generator cooling, generator brakes and balance of plant. BBA isseeking a Senior Mechanical Engineer to support our continued g...
Engineering Manager - Water/Wastewater - Toronto
Water & Wastewater, you will manage execution of the engineering component of multiple traditional, design-build, design-bid-build, and collaborative delivery projects including advanced treatment facilities, underground conveyance, and carbon neutral solutions. Supervise and mentor engineering ...
Product Manager, TH, Canada
We are looking for a product manager to be responsible for several key features in the mobile app, website, and other aspects of digital ordering. We create innovative products and technologies to deliver digital consumer experiences that enhance guest interactions with our brands. You will be respo...
Manager, Business Process Management (Operations)
At Travelers, our enterprise operations teams deliver differentiating customer and agent experiences, drive top-line revenue and underwriting results, and foster a culture of innovation and efficiency across the enterprise. As a Manager in Business Process Management, you will drive customer, employ...
Product Manager - Conversion Programs
This role is part of the Conversion Programs (CRM/Marketing) team and will drive customer facing communications flows. You will iterate and expand on various programs, primarily in the channels of Email, Push Notifications and the Native App Notification Hub. ...
Application Engineer, Project Engineering Group
In addition to annual initiatives, the key accountabilities of this position are:Application Engineering Provides application engineering expertise in product assistance for sales and customers throughout Americas, Europe, Middle East, and Asia. Interacts with engineering and project management staf...