Canonical · 18 hours ago

Support Engineering Manager

Spokane County, WA

Full-time

Remote

Mid Level

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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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Linux CLILeadership experienceCustomer focusFluency in two languagesLinux DesktopOpenStackPublic CloudVirtualization technologiesOpen Source projectsSoftware developmentSupport organizationsCanonical products