Support Engineering Manager
Core
Manage professional support teams for Ubuntu Server, Desktop, and public cloud, ensuring SLA compliance, customer satisfaction, and technical excellence in troubleshooting.
Role type
Senior IC Support Engineering Manager
Builds
World-class support operations for Ubuntu and public cloud services
Domain
Open source software, Linux, Public Cloud, IoT
Deliverable
client delivery
Required skills
Linux CLI expertise, team management, Linux Desktop/OpenStack/Public Cloud/Virtualization knowledge, Open Source contribution experience, software development background, support organization experience
Preferred skills
Fluency in two languages, hands-on experience with Canonical products
Technologies
Ubuntu, OpenStack, Public Cloud, Virtualization, Linux
Responsibilities
Manage professional support team including skills development and performance management, ensure all customer cases are responded to within SLA, act as customer escalation contact, contribute to support knowledge base, hire and train support team, drive growth and transformation initiatives
Seniority
Senior, hands-on IC with management responsibilities