Support Engineering Manager

Bachelor of Technology/Engineering (Automobile)

Nationality: Any Nationality

Vacancy: 1 Vacancy

Job Description

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 the 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.