Support Manager - Americas


Role summary

Ubuntu is the fastest growing Linux distribution, with over 20 million users globally. Our goal within Support & Technical Services (STS)  is to take the Ubuntu desktop & server platform to business customers. Canonical provides commercial support and consulting services to customers and partners who are deploying Ubuntu.


The Americas Support Manager will be responsible for the running of our world-class Support Team in the Americas region – a team that provides technical support to customers around the world, on our desktop, server, cloud and other products. The support manager demonstrates two key attributes: customer focus – ensuring that customers are always delighted 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 and be able to take responsibility for delivering to customers and enjoy a challenge.


Key responsibilities and accountabilities


Management responsibilities over support team, including performance management, shift scheduling, measuring key performance indicators, and training of staff


Ensures that all customer cases are responded to within the SLAs, and that support requests are handled promptly, and in a professional and helpful manner


Act as the customer escalation contact, and ensure that such escalations are addressed appropriately


Ensures that the support service demonstrates very high customer satisfaction


Ensure that the support knowledge base is always kept up to date, and contains quality articles


Generate Operational Reports and provide senior management with relevant and concise analysis


Drive continuous improvements to the team's processes and support service delivery


Resource, develop and train support team to match business requirements


Develop and manage STS call-centres as the business expands.


Required skills and experience


Minimum 5 years or equivalent, experience with Linux/UNIX at a technical level (Support, Development, Implementation).


Experience or knowledge of OpenStack, Cloud or Virtualization technologies.


Minimum 3 years or equivalent, experience in supervisory/managerial role, in charge of a technical support function


The role requires an individual who is resourceful, confident under pressure, with proven track record of high customer focus


Preferably fluent in two languages English being primary.


Excellent communication skills (verbal and written)


Location: Americas Region - Work from home


Reports to: VP, Customer Success

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