Remote Support Engineering Manager Job in New York, NY Canonical

Who you are

• 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
• Preferably fluent in two languages, English being primary one
• Excellent communication skills (verbal and written)

Desirables

• Experience 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

What the job involves

• Our regional Support Managers run world-class Support teams – solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud. They demonstrate two key attributes: customer focus – ensuring that customers are always satisfied with the service they are receiving, and technical excellence – ensuring that the support team is always up to date with the our technology, and that they perform sound and quick troubleshooting. We are looking for managers for both of our support groups; Cloud Support Group and Desktop Support Group.
• You'll need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges. You will also need to care deeply about your team, their skills, and their career development.
• Management of a professional support team, including skills development and performance management. Operational control, shift scheduling, accountability for key performance indicators (KPIs). Ensures that all customer cases are responded to within the SLA, and in a professional manner. Act as the customer escalation contact, and ensure that such escalations are addressed appropriately. Accountability for customer satisfaction. Contribution to the support knowledge base. Continuous improvement to the team's processes and support service delivery Hire, develop and train support team to match business requirements. Work with the leadership team to drive growth and transformation initiatives.