Technical Support Leadership Role

7 days ago

Canberra, ACT, Australia beBeeEngineering Full time $180,000 - $220,000

Job Description:

We are seeking a seasoned Support Engineering Manager to lead our global support teams in delivering exceptional customer experiences. As a key member of our organization, you will be responsible for managing a team of support engineers, ensuring they have the necessary skills and knowledge to provide top-notch support to our customers.

Responsibilities:

  • Manage a professional support team, including skills development and performance management
  • Operational control, shift scheduling, accountability for key performance indicators (KPIs)
  • Ensure 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

Requirements:

To succeed in this role, you will need:

  • 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)
  • 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

What We Offer:

Our organization is committed to providing a comprehensive compensation package that includes:

  • A competitive base salary
  • A performance-driven annual bonus or commission
  • A personal learning and development budget of USD 2,000 per year
  • Annual compensation review
  • Recognition rewards
  • Annual holiday leave
  • Maternity and paternity leave
  • Employee Assistance Programme
  • Opportunity to travel to new locations to meet colleagues

About Us:

Our organization is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at our organization have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

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