Remote Support Engineering Manager Job in Buffalo, NY Canonical

Who you are

• Extensive CLI experience with Linux at a technical level.
• Proven leadership and team management skills.
• Able to remain confident and effective under pressure with a high focus on customer satisfaction.
• Excellent communication skills both verbal and written.
• Fluency in English and preferably one other language.

Desirables

• Linux Desktop
• OpenStack
• Public Cloud
• Virtualization
• Open Source Contribution
• Software Development
• Support Organization Experience

What the job involves

• Manage a professional support team to ensure superb performance and skills development.
• Ensure operational control including shift scheduling and meeting key performance indicators (KPIs).
• Respond to customer cases within set timeframes maintaining high professionalism.
• Act as the point of contact for customer escalations ensuring effective resolution.
• Drive continuous improvement in team processes and support service delivery.
• Hire develop and train support team members in line with business needs.
• Collaborate with leadership to implement growth and transformation initiatives.