378 Support Engineering Manager Jobs in Austin, TX
CANONICAL is Hiring a Support Engineering Manager Near Austin, TX
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
- Software development experience
- 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
- Competitive salary
- 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.
#LI-Remote
Job Summary
Full Time
IT Outsourcing & Consulting
$133k-164k (estimate)
10/15/2023
06/30/2024
canonical.com
BOSTON, MA
50 - 100
2004
JANE SILBER
$10M - $50M
IT Outsourcing & Consulting
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About CANONICAL
We deliver open source to the world faster, more securely and more cost effectively than any other company. We develop Ubuntu, the worlds most popular enterprise Linux from cloud to edge, together with a passionate global community of 200,000 contributors. Ubuntu means 'humanity to others'. We chose it because it embodies the generosity at the heart of open source, the new normal for platforms and innovation. Together with a community of 200,000, we publish an operating system that runs from the tiny connected devices up to the world's biggest mainframes, the platform that everybody uses on th...e public cloud, and the workstation experience of the world's most productive developers. Secure and reliable, elegant and intuitive, and open for innovation - Ubuntu is the future of open source, which is why its the fastest growing Linux in the world despite already being the most widely deployed. If you're interested in a career at Canonical, we are a remote-first company so please apply to any suitable role as skills are valued more than location, despite some having a preferred geographic preference. www.ubuntu.com
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The job skills required for Support Engineering Manager include Leadership, Open Source, Software Development, Futures, Initiative, Continuous Improvement, etc. Having related job skills and expertise will give you an advantage when applying to be a Support Engineering Manager. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Support Engineering Manager. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Support Engineering Manager positions, which can be used as a reference in future career path planning. As a Support Engineering Manager, it can be promoted into senior positions as a Biomedical Engineering Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Support Engineering Manager. You can explore the career advancement for a Support Engineering Manager below and select your interested title to get hiring information.
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