Support Engineering Manager
Must-have:Cloud
Your tasks
The role entails
- 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
The role entails
- 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
Requirements
What are we looking for in you
- 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)
- 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
What are we looking for in you
- 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)
- 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