OpenStack Technical Support Manager at Canonical

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.

Key Responsibilities

• 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

Required Skills And Experience

• Extensive CLI experience with Linux at a technical level (Support, Development, Implementation).
• Experience or knowledge of OpenStack, Public Cloud and Virtualization technologies.
• 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
• Excellent communication skills (verbal and written)

About Canonical
Canonical is a growing, international software company that works with the open-source community to deliver Ubuntu -- the world's #1 cloud operating system. Our mission is to realize the potential of free software in the lives of individuals and organisations. Our services help businesses worldwide to reduce costs, improve efficiency and enhance security with Ubuntu.

We offer

• 100% work-from-home
• Learning and development
• Competitive salary
• Recognition rewards
• Annual leave
• Priority Pass for travel