Support Engineering Manager

1 month ago


Lagos, Lagos, Nigeria Canonical Full time

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 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


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