Support Engineering Manager at Canonical Nigeria Full Time

Job Title: Support Engineering Manager

Location: Lagos

Job Description

• Our regional Support Managers run world-class 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 the our technology, and that they perform sound and quick troubleshooting.
• We are looking for managers for both of our support groups; Cloud Support Group and Desktop Support Group.
• 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)
• 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.

We Offer

• 100% work-from-home
• Learning and development
• Competitive salary
• Recognition rewards
• Annual leave
• Priority Pass for travel.

Application Closing Date
Not Specified.