Ubuntu Technical Support Manager at Canonical

Job Description We deliver open source to the world faster, more securely and more cost effectively than any other company. If you’re interested in a career at Canonical, we are a remote-first company so please apply to any suitable role as skills are valued more than location, despite some having a preferred geographic preference. Key Responsibilities Management of a professional support team, including skills development and performance managementOperational control, shift scheduling, accountability for key performance indicators (KPIs)Ensures that all customer cases are responded to within the SLA, and in a professional mannerAct as the customer escalation contact, and ensure that such escalations are addressed appropriatelyAccountability for customer satisfactionContribution to the support knowledge baseContinuous improvement to the team’s processes and support service deliveryHire, develop and train support team to match business requirementsWork with the leadership team to drive growth and transformation initiatives Required Skills And Experience Extensive CLI experience with Linux at a technical level (Support, Development, Implementation).Experience or knowledge of OpenStack, Public Cloud or Virtualization technologies.Leadership experience, and preferably team management experienceConfidence under pressure, with proven track record of high customer focusPreferably fluent in two languages English being primaryExcellent communication skills (verbal and written)