Technical Leadership Role
1 day ago
At Canonical, we're seeking an experienced Technical Leader to manage our Support teams. As a Senior Support Engineering Manager, you will oversee world-class Support teams that deliver exceptional customer experiences on Ubuntu Server, Ubuntu Desktop, and public cloud platforms.
Your primary responsibilities will include:
- Team Management: Lead a team of support engineers, focusing on their skills development, performance management, and growth opportunities.
- Operational Control: Oversee shift scheduling, key performance indicators (KPIs), and ensure timely response to customer cases within the Service Level Agreement (SLA).
- Customer Satisfaction: Act as the customer escalation contact, ensuring that escalations are addressed promptly and professionally.
You will be accountable for:
- Customer Satisfaction KPIs: Ensure high customer satisfaction ratings through efficient issue resolution and proactive communication.
- Support Knowledge Base: Contribute to the development and maintenance of our support knowledge base, ensuring accurate and up-to-date information for support engineers.
- Process Improvement: Continuously evaluate and improve team processes and support service delivery to meet business objectives.
To succeed in this role, you'll need:
- Extensive CLI experience with Linux, preferably at a technical level.
- Leadership experience and team management expertise.
- Excellent communication skills, both verbal and written.
About Canonical
We're a growing, international software company working with the open-source community to deliver Ubuntu – the world's #1 cloud operating system. Our mission is to realize the potential of free software in the lives of individuals and organizations. Our services help businesses worldwide reduce costs, improve efficiency, and enhance security with Ubuntu.
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