Regional Support Managers lead Support teams solving deep technical problems for customers on Ubuntu Server, Ubuntu Desktop and the public cloud, hiring for the Cloud Support Group and Devices Support Group.
Management of a professional support team, including skills development and performance management
Operational control, shift scheduling, accountability for key performance indicators (KPIs)
Making sure customer cases get responses within the SLA and are handled professionally
Acting as the customer escalation contact and ensuring escalations are handled appropriately
Accountability for customer satisfaction
Contributing to the support knowledge base
Continuous improvement to the team's processes and support service delivery
Hiring, developing, and training the support team to match business needs
Working with the leadership team on growth and transformation initiatives
Requirements
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
Excellent communication skills (verbal and written)
Experience in working in support organizations
Preferably fluent in two languages, English being primary one
Nice to have: experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies
Nice to have: proven track record of contributing to Open Source projects
Nice to have: software development experience
Nice to have: hands on experience with Canonical's products
Done for you
We'll apply to this for you
Denidel's HR team submits and tracks the application on your behalf.
