Ubuntu Technical Support Manager

Canonical - Jobs; Teletrabalho; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A global software company is seeking a Technical Support Manager to lead a professional support team in São Paulo. Key responsibilities include managing team performance, ensuring customer satisfaction, and responding to technical cases swiftly. Candidates must have CLI experience with Linux, leadership experience, and preferably be fluent in English. The role offers 100% work-from-home, competitive salary, and learning opportunities.

Serviços

100% work-from-home

Learning and development

Competitive salary

Recognition rewards

Annual leave

Priority Pass for travel

Qualificações

• Extensive CLI experience with Linux at a technical level.
• Experience or knowledge of OpenStack, Public Cloud, or Virtualization technologies.
• Proven record of high customer focus.

Responsabilidades

• Manage a professional support team, including skills development.
• Ensure customer cases are responded to within SLA.
• Accountability for customer satisfaction and KPIs.

Conhecimentos

CLI experience with Linux

OpenStack knowledge

Leadership experience

Fluent in English

Excellent communication skills

Descrição da oferta de emprego

Open source is now the centre of technology innovation, and the new default for tech and traditional companies alike.

Canonical 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 Technical Support Managers run world‑class Technical 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 our technology, and that they perform sound and quick troubleshooting.

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 or 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

LI-Remote