Remote Support Engineering Manager Job in Boston, MA Canonical

Who you are

• Extensive CLI experience with Linux at a technical level (Support Development Implementation)
• Leadership experience preferably team management experience
• Confidence under pressure with high customer focus
• Fluent in English ideally bilingual
• Excellent verbal and written communication skills

What the job involves

• Management of a professional support team including skills development and performance management
• Operational control shift scheduling accountability for key performance indicators (KPIs)
• Ensure customer cases are responded to within SLA professionally
• Act as customer escalation contact ensure escalations are handled properly
• Accountable for customer satisfaction
• Contribute to support knowledge base
• Continuously improve team's processes and support service delivery
• Hire develop and train support team to match business requirements
• Work with leadership team to drive growth and transformation initiatives