Senior Technical Support Manager
Há 3 dias
We are seeking a seasoned leader to manage our global support teams, ensuring exceptional customer experiences and driving technical excellence. This role entails managing professional support teams, including skills development and performance management, operational control, shift scheduling, and accountability for key performance indicators.
About the RoleThe Senior Support Leader will be responsible for:
- Managing a team of support engineers, providing guidance, mentorship, and opportunities for growth and development;
- Ensuring all customer cases are responded to within service level agreements and professionally;
- Acting as the escalation contact for customers and addressing escalations appropriately;
- Contributing to the support knowledge base and continuously improving team processes and support delivery;
- Hiring, developing, and training support staff to meet business needs;
To succeed in this role, you will need:
- Extensive CLI experience with Linux at a technical level (support, development, implementation);
- Leadership and team management experience;
- Ability to perform under pressure with a strong customer focus;
- Fluency in English and preferably another language;
- Excellent verbal and written communication skills;
- Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies;
- Proven contributions to open-source projects;
- Software development experience;
- Hands-on experience with Canonical products.
We offer a competitive compensation package, annual learning and development budget, and additional benefits reflecting our values and local needs. As a remote-first company, we prioritize flexibility and work-life balance.
About UsWe are a leading provider of open-source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in initiatives such as AI, IoT, and cloud. We value diversity and are committed to fair consideration regardless of background or identity.
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