Support Engineering Manager

2024-12-21

Canonical is at the forefront of technology innovation, providing commercial support, consulting, and training services to users of Ubuntu, the world’s fastest growing open source platform. We serve customers who are leveraging Ubuntu and open source technologies to reshape their industries. As a Support Engineering Manager, you will oversee our professional support teams, managing their performance and development while addressing complex technical problems. These teams deliver exceptional customer service and technical solutions across two primary domains: the Cloud Support Group and the Desktop Support Group. Key Responsibilities: - Manage professional support teams, overseeing skill development and performance. - Schedule shifts and ensure accountability for key performance indicators (KPIs). - Ensure compliance with Service Level Agreements (SLAs) while managing customer cases professionally. - Act as the escalation contact for customer issues, addressing concerns effectively. - Monitor and improve customer satisfaction, contributing to the support knowledge base. - Implement continuous improvements in team processes and service delivery strategies. - Recruit, train and develop the support team to meet business needs. - Collaborate with leadership to drive growth and transformation initiatives. Canonical is an international software company focused on open-source solutions, notably the Ubuntu operating system. We are committed to diversity and equality in our workplace and encourage applications from all backgrounds. We offer a fully remote work environment, competitive salaries, learning and development opportunities, annual leave, and other benefits to promote employee well-being.

SalaryCompetitive salaries

Job category

Working HoursN/A

Work Type

FULL TIME

Do you need to be in Japan

Is sponsorship available?

Do you need to speak Japanese

Is accommodation included?

Is food included?

Minimum Commitment

Job post languageEnglish