Remote Support Engineering Manager Job in Seattle, WA 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

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
• 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