Support Engineering Manager

Granada, Andalusia, Spain

Open source is now the centre of technology innovation, and the new default for tech and traditional companies alike. Canonical's Ubuntu is the fastest growing open source platform, with over 20 million users globally. Canonical provides commercial support, consulting and training services to customers and partners who are deploying Ubuntu. Our customers are technology innovators inside global enterprises using Ubuntu and open source to build the future in their industry.

Our regional Support Managers run world-class Support teams – solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud. They demonstrate two key attributes: customer focus – ensuring that customers are always satisfied with the service they are receiving, and technical excellence – ensuring that the support team is always up to date with the our technology, and that they perform sound and quick troubleshooting. We are looking for managers for both of our support groups; Cloud Support Group and Desktop Support Group.

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)

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)

Additional skills that you might also bring Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies

Proven track record of contributing to Open Source projects

Experience in working in support organizations

Hands on experience with Canonical's products

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

Recognition rewards

Annual leave

Priority Pass for travel

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity we will give your application fair consideration.

During this application process I agree to use only my own words. I understand that plagiarism, the use of AI or other generated content will disqualify my application.  *

--

Which key open source technologies are you fluent with?  *

Ceph

Debian

Kubernetes

Linux Desktop

Linux Kernel

LXD

MaaS

OpenStack

Other

Red Hat Linux

QEMU/KVM

Ubuntu

Describe your professional experience as a Support Manager, Engineering Manager, or related  *

Describe your professional technical support experience  *

What was your bachelor's university degree result, or expected result if you have not yet graduated? Please include the grading system to help us understand your result e.g. ‘85 out of 100’, ‘2:1 (Grading system: first class, 2:1, 2:2, third class)’ or ‘GPA score of 3.8/4.0 (predicted)’. We have hired outstanding individuals who did not attend or complete university. If this describes you, please continue with your application and enter ‘no degree’.  *

Universities around the world score degrees in different ways. Please indicate your result, or expected result if you are close to graduation, along with information about the grading system.

How did you perform in mathematics at high school?  *

Please select

How did you perform in your native language at high school?  *

Please select

We expect all colleagues to meet in person 2-4 times a year, at internal company events lasting between 1-2 weeks. We try to pick new and interesting locations that will likely require international travel and entry requirement visas and vaccinations. Are you willing and able to commit to this?  *

Please note that if you require any accommodation for travel that relates to a physical disability please do let us know during your hiring process and we will be happy to discuss your requirements further.

--

Please confirm that you have read and agree to Canonical's Recruitment Privacy Notice and Privacy Policy.  *

Recruitment Privacy Notice

Privacy Policy

Please select

In which country do you currently work?  *

Please select your current location from the dropdown.

Please select

Please share your rationale or evidence for the high school performance selections above. Make reference to provincial, state or nation-wide scoring systems, rankings, or recognition awards, or to competitive or selective college entrance results such as SAT or ACT scores, JAMB, matriculation results, IB results etc. We recognise every system is different but we will ask you to justify your selections above.  *

#J-18808-Ljbffr