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Job Description
This role involves managing support teams that provide technical assistance for Canonical's open source products like Ubuntu, ensuring customer satisfaction, technical excellence, and continuous process improvement in a fast-paced, remote work environment.
Key Responsibilities
- Manage and develop a professional support team, including skills development and performance management
- Oversee operational control, shift scheduling, and monitor key performance indicators (KPIs)
- Ensure all customer cases are responded to within SLA and handled professionally
- Act as the escalation contact for customer issues and ensure appropriate resolution
- Maintain accountability for customer satisfaction
- Contribute to the support knowledge base and improve team processes and service delivery
- Hire, train, and develop support team members to meet business needs
- Collaborate with leadership 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
- 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
Benefits & Perks
Compensation is based on geographical location, experience, and performance, with annual reviews and more frequent reviews for graduates and associates
Performance-driven annual bonus or commission
Distributed work environment with the opportunity for in-person team sprints twice a year
Personal learning and development budget of USD 2,000 per year
Annual compensation review
Recognition rewards
Annual holiday leave
Maternity and paternity leave
Employee Assistance Programme
Opportunity to travel to new locations to meet colleagues
Priority Pass and travel upgrades for long haul company events
Ready to Apply?
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