Support Engineering Manager

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

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