Remote Lead, Global Support Engineering

Higlobe, Inc.; United States; Remote; USD 90,000 - 170,000; Full time

Benefits offered by this job

Learning budget

Annual bonus/commission

Travel opportunities

Employee Assistance Program

Annual holiday leave

Parental leave

In-person team sprints

Travel upgrades for events

Job summary

Canonical is a pioneering tech firm behind Ubuntu, driving open source software adoption globally. We run distributed, mostly remote teams with periodic in-person sprints in various locations to align on strategy and execution.

Our regional Support Managers lead world-class groups for Ubuntu Server, Desktop, and cloud offerings. You’ll foster customer-focused, technically excellent teams and contribute to knowledge bases while progressing transformative initiatives.

Qualifications

• Extensive Linux CLI experience at a technical level.
• Leadership experience or team management preferred.
• Strong under pressure with high customer focus.
• Fluent in two languages; English as primary.
• Excellent verbal and written communication.
• Experience with Linux Desktop, OpenStack, Public Cloud or Virtualization.
• Proven Open Source contributions.
• Software development experience.
• Experience in support organizations.
• Hands-on experience with Canonical's products.

Responsibilities

• Manage a professional support team, including skills development and performance management.
• Operational control, shift scheduling, accountability for 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.

Skills

Extensive Linux CLI

Leadership experience

Customer focus

Open Source contributions

Software development experience

Support experience

Communication skills

English fluency

Linux virtualization

Tools

OpenStack

Public Cloud

Virtualization technologies

Job description

Canonical is a pioneering tech firm behind Ubuntu, driving open source software adoption globally. We run distributed, mostly remote teams with periodic in-person sprints in various locations to align on strategy and execution.

Our regional Support Managers lead world-class groups for Ubuntu Server, Desktop, and cloud offerings. You’ll foster customer-focused, technically excellent teams and contribute to knowledge bases while progressing transformative initiatives.