Support Team Lead

1 week ago

Brisbane, Queensland, Australia beBeeLeader Full time $100,000 - $150,000
Senior Technical Leadership Role

This leadership position plays a vital role in our support team, overseeing the management of professionals providing technical assistance to global customers.

About the Role
  • Manages a professional support team, focusing on skills development and performance evaluation
  • Operational oversight, shift scheduling, and accountability for key performance indicators (KPIs)
  • Ensures all customer cases are addressed within set service level agreements (SLAs) and professionally
  • Acts as the primary point of contact for customer escalations and ensures they are handled appropriately
  • Accountable for customer satisfaction levels
  • Contributes to the development of the support knowledge base
  • Continuously improves team processes and support service delivery
  • Recruits, trains, and develops support team members to meet business requirements
  • Collaborates with the leadership team to drive growth and transformation initiatives
Requirements
  • Significant experience working with Linux at a technical level, preferably in support, development, or implementation roles
  • Leadership and team management experience is required, with a proven track record of high customer focus under pressure
  • Fluency in two languages, with English being the primary language, is highly desirable
  • Excellent communication and interpersonal skills, both verbal and written
  • Experience or knowledge of Linux Desktop, OpenStack, public cloud, or virtualization technologies is beneficial
  • Proven history of contributing to open-source projects
  • Software development experience is essential
  • Previous experience working in support organizations is preferred
  • Hands-on experience with Canonical's products is advantageous
Our Organization

We are a leading global technology company that provides open-source software and operating systems to enterprises and individuals. We value diversity, equality, and inclusion, striving to create an inclusive workplace free from discrimination. Our culture emphasizes collaboration, innovation, and customer satisfaction.

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