Support Engineering Manager

Canonical Group - New York, NY

Full-time - Manager

Remote - New York, NY

Professional, Scientific, and Technical Services

About the position

The Support Engineering Manager at Canonical is responsible for leading and managing professional support teams that provide technical assistance for Ubuntu products. This role emphasizes customer satisfaction and technical excellence, ensuring that support teams are well-equipped to handle customer inquiries and escalations effectively. The manager will oversee operational control, team development, and continuous improvement initiatives to enhance service delivery.

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

Requirements

• 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)

Nice-to-haves

• 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

Benefits

• 100% work-from-home
• Learning and development
• Competitive salary
• Recognition rewards
• Annual leave
• Priority Pass for travel