Support Engineering Manager
Core
Managing professional support teams to solve deep technical problems for global enterprise customers on Ubuntu Server, Desktop, and public cloud.
Role type
Senior Support Engineering Manager
Builds
World-class support operations for Ubuntu and public cloud services
Domain
Open source operating systems, public cloud, Linux, IoT
Deliverable
client delivery
Required skills
Linux CLI expertise, team management, operational control, SLA management, customer escalation handling, process improvement, hiring and training, software development experience, open source contribution
Preferred skills
Experience with OpenStack, Public Cloud, or Virtualization technologies, fluency in two languages
Technologies
Ubuntu Server, Ubuntu Desktop, OpenStack, Public Cloud, Virtualization
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, drive continuous improvement to team processes, hire and develop support team
Seniority
Senior, hands-on IC with management responsibilities