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Canonical Group - Toronto, OH
posted about 2 months ago
Full-time - Manager
Toronto, OH
Professional, Scientific, and Technical Services
About the position
The Support Engineering Manager at Canonical is responsible for leading a team of support engineers to deliver exceptional customer service and technical support for Canonical's products. This role involves managing the support team, ensuring high-quality service delivery, and collaborating with other departments to enhance customer satisfaction and product performance.
Responsibilities
- Lead and manage a team of support engineers to ensure high-quality technical support for customers.
- Develop and implement support processes and best practices to improve efficiency and customer satisfaction.
- Collaborate with product teams to provide feedback on customer issues and product improvements.
- Monitor team performance and provide coaching and development opportunities for team members.
- Manage escalated customer issues and ensure timely resolution.
Requirements
- Proven experience in a technical support or engineering management role.
- Strong leadership skills with the ability to motivate and develop a team.
- Excellent communication and interpersonal skills.
- Experience with cloud technologies and open-source software.
- Ability to analyze complex technical issues and provide effective solutions.
Nice-to-haves
- Experience in a customer-facing role in a technology company.
- Familiarity with ITIL or other service management frameworks.
- Knowledge of Linux and open-source software development.
Benefits
- Competitive salary and performance-based bonuses.
- Flexible working hours and remote work options.
- Health and wellness programs.
- Professional development opportunities.
- Generous vacation policy.
