Apply Now
Application opens on company website
Job Description
This role involves managing support teams that provide technical assistance for Canonical's open source products, 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 timely and professional response to customer cases within SLA
- Act as the escalation point for customer issues and address escalations appropriately
- Maintain accountability for customer satisfaction
- Contribute to the support knowledge base and improve team processes
- 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
- Support 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
- Ability to respond to all customer cases within the SLA and in a professional manner
- Ability to act as the customer escalation contact and ensure escalations are addressed appropriately
- Accountability for customer satisfaction
- Ability to contribute to the support knowledge base
- Ability to continuously improve team processes and support service delivery
- Ability to hire, develop, and train support team to match business requirements
- Ability to work with the leadership team to drive growth and transformation initiatives
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?
Join Canonical and make an impact in renewable energy
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs
More at Canonical
More jobs at Canonical
Sales Development Representative Arabic Speaker
Canonical
Remote
Full Time
5d
Software Engineer - Python Golang - Kubernetes
Canonical
Remote
Full Time
5d
Graduate Sales Development Representative UK
Canonical
Remote
Full Time
Feb 28
More jobs in Remote
Sr. Product Marketing Manager - Smart Trailers
Samsara
NEW
Remote
Full Time
2d
$102k-172k
Relationship Specialist, West Coast
Palmetto Clean Tech
Remote
Full Time
3d
Relationship Specialist, West Coast
Palmetto Clean Technology
Remote
Full Time
3d