Our regional Technical Support Managers run world-class Technical 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.
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).
Experience or knowledge of OpenStack, Public Cloud and Virtualization technologies.
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
Excellent communication skills (verbal and written)
Apply via :
boards.greenhouse.io
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