Support Engineering Manager

3 semanas atrás

Buenos Aires Espírito Santo Brazil Canonical Tempo inteiro

Join to apply for the Support Engineering Manager role at Canonical.

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers, and industry leaders across sectors. The company is founder-led, profitable, and growing, with a global distributed team of 1200+ colleagues in over 75 countries.

Our regional Support Managers lead world-class Support teams, solving deep technical problems for customers using Ubuntu Server, Desktop, and public cloud solutions. They prioritize customer satisfaction and technical excellence, ensuring the support team stays current with technology and performs efficient troubleshooting. We seek managers for our Cloud Support Group and Devices Support Group.

The role involves:

  1. Managing a professional support team, including skills development and performance management.
  2. Operational control, shift scheduling, and accountability for KPIs.
  3. Responding to customer cases within SLAs and professionally.
  4. Acting as the escalation contact for customers.
  5. Ensuring customer satisfaction.
  6. Contributing to the support knowledge base.
  7. Continuously improving team processes and support delivery.
  8. Hiring, developing, and training support staff.
  9. Collaborating with leadership on growth and transformation initiatives.

We seek candidates with:

  • Extensive CLI experience with Linux (Support, Development, Implementation).
  • Leadership and team management experience.
  • Ability to work under pressure with a strong customer focus.
  • Fluency in English and preferably another language.
  • Excellent communication skills.
  • Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization.
  • Contribution to Open Source projects.
  • Software development experience.
  • Experience in support organizations.
  • Hands-on experience with Canonical's products.

We offer:

  • A distributed work environment with biannual in-person team sprints.
  • A personal learning and development budget of USD 2,000 annually.
  • Annual compensation review and performance-based bonuses.
  • Additional benefits reflecting our values, including holiday leave, parental leave, Employee Assistance Programme, travel opportunities, and more.

About Canonical:

We are a pioneering open source company, publishing Ubuntu and leading in AI, IoT, and cloud platforms. We recruit globally, uphold high standards, and foster a diverse, inclusive workplace. Working here means thinking differently, working smarter, and continuously learning.

Canonical is an equal opportunity employer, committed to diversity and inclusion in the workplace.

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