Remote Support Engineering Manager Job in San Jose, CA Canonical

Who you are

• Extensive CLI Linux technical experience in Support Development or Implementation
• Leadership experience and team management experience preferred
• Confidence under pressure with high customer focus track record
• Fluency in two languages, English primary
• Excellent verbal and written communication skills

Desirables

• Linux Desktop
• OpenStack
• Public Cloud
• Virtualization technologies
• Open Source contributions
• Software development experience
• Support organizations experience
• Hands on with Canonical products

What the job involves

• Manage professional support team, develop skills and manage performance
• Operational control, shift scheduling, accountability for KPIs
• Ensure customer cases urgency within SLA and professional manner
• Act as customer escalation contact ensuring proper escalations handling
• Accountability for customer satisfaction contributing to support knowledge base
• Continuous team process and support service delivery improvement
• Hire, develop, and train team matching business requirements
• Drive growth and transformation initiatives with leadership team