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- Tasks: Lead a dynamic support team, ensuring top-notch customer satisfaction and technical excellence.
- Company: Join Canonical, a pioneering tech firm at the forefront of open source innovation.
- Benefits: Enjoy competitive pay, annual bonuses, remote work, and a personal development budget.
- Why this job: Make a real impact in a global company while working with cutting-edge technologies.
- Qualifications: Strong Linux skills, leadership experience, and a passion for customer service.
- Other info: Work remotely with opportunities to travel and collaborate with colleagues worldwide.
The predicted salary is between 36000 - 60000 £ per year.
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution. The company is founder-led, profitable, and growing.
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 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 Devices Support Group.
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
Qualifications
- 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 colleagues
- We consider geographical location, experience, and performance in shaping compensation worldwide.
- We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance.
- In addition to base pay, we offer a performance-driven annual bonus or commission.
- We provide all team members with additional benefits, which reflect our values and ideals.
- Distributed work environment with twice-yearly team sprints in person
- 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
- Priority Pass, and travel upgrades for long haul company events
About Canonical
Canonical 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 Canonical 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.
Equal opportunity
Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
Support Engineering Manager in Edinburgh employer: Canonical
Contact Detail:
Canonical Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineering Manager in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Canonical on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills, especially around Linux and cloud technologies. We want to show that we can handle those tricky questions with confidence!
✨Tip Number 3
Showcase our leadership experience! Think of examples where we've managed teams or projects successfully. Canonical loves a candidate who can lead and inspire others.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets seen by the right people. Plus, it shows we’re serious about joining the Canonical team!
We think you need these skills to ace Support Engineering Manager in Edinburgh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Support Engineering Manager role. Highlight your leadership experience and technical skills, especially with Linux and customer support. We want to see how your background aligns with what we do at Canonical!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about open source and how your experience can contribute to our mission. We love seeing genuine enthusiasm for the role and our company.
Showcase Your Technical Skills: Don’t forget to highlight your technical expertise in your application. Mention any relevant projects or experiences with Linux, OpenStack, or public cloud technologies. We’re looking for someone who can hit the ground running!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re serious about joining our team at Canonical!
How to prepare for a job interview at Canonical
✨Know Your Tech Inside Out
Make sure you brush up on your Linux CLI skills and any relevant technologies like OpenStack or public cloud solutions. Be ready to discuss your hands-on experience with Canonical's products, as well as any contributions you've made to open source projects.
✨Showcase Your Leadership Skills
Prepare examples of how you've managed teams in the past, focusing on skills development and performance management. Highlight your ability to handle customer escalations and ensure satisfaction, as this is crucial for the Support Engineering Manager role.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, both verbally and in writing. Since excellent communication is key in this role, consider doing mock interviews with a friend to refine your responses and ensure you convey your ideas effectively.
✨Emphasise Continuous Improvement
Be ready to discuss how you've contributed to process improvements in previous roles. Think about specific examples where you've enhanced service delivery or team efficiency, as this aligns with Canonical's focus on continuous improvement.
