Support Engineering Manager

5 days ago

Muscat, Muscat, Oman Canonical Full time

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very 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 the 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.

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.

The role entails

  • 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

What are we looking for in you
  • 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. We balance our programs to meet local needs and ensure fairness globally.
  • 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.

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.

#J-18808-Ljbffr

  • Support Engineering Manager

    2 days ago

    Muscat, Muscat, Oman Canonical Full time

    Join to apply for the Support Engineering Manager role at Canonical.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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading...

  • Survey Engineer

    2 days ago

    Muscat, Muscat, Oman GPEC Consulting Engineering Full time

    Direct message the job poster from GPEC Consulting EngineeringCEO @ GPEC Consulting Engineering | Professional TeachingCompany DescriptionGulf Planning and Engineering Consultancy (GPEC) based in Masqaţ, Oman, specializing in rural development plans, urban master plans, and industrial town design. Our focus is on creating sustainable solutions for balanced...

  • Senior Wastewater Engineer

    3 weeks ago

    Muscat, Muscat, Oman Muscat Engineering Consultancy LLC Full time

    We are seeking a highly experienced and technically proficient Lead Wastewater Design and Project Engineer with a minimum of 10 years of progressive experience in design, and project execution of complex wastewater treatment and collection systems. The successful candidate will play a pivotal role in leading projects from conceptualization through...

  • Principal Pipeline Engineer

    3 weeks ago

    Muscat, Muscat, Oman Muscat Engineering Consultancy LLC Full time

    JOB TITLEPRINCIPAL PIPELINE ENGINEERRole in the CompanyTo function as a Principal Discipline Engineer or as specialist Engineer for specific projects. Shall also be capable to function as a Deputy to the Department Manager and provide him with leave cover.Qualification requirementDegree in relevant engineering subject (B.Sc./B.Eng./M.Sc.).Experience level...

  • Technical Support Engineer

    5 days ago

    Muscat, Muscat, Oman Baker Hughes Full time

    Technical Support Engineer – CementingWould you like to play a key role in our business?Do you enjoy working in collaborative teams and solving technical problems?Join our Pressure Pumping TeamWe are leaders in the oil & gas industry. Our innovative physical and digital solutions improve efficiency, production, and maximize reservoir value. We maintain and...

  • Desktop Technical Support Engineer

    2 weeks ago

    Muscat, Muscat, Oman TAT IT Technolgies Full time

    Job Title: Desktop Technical Support EngineerWe have an urgent requirement for a Desktop Technical Support Engineer for our banking client in Oman.Key Responsibilities:Deploy Windows OS images.Support the replacement of old desktops and TFT monitors, and troubleshoot hardware issues on-site.Record IT assets inventory for reconciliation and coordinate with IT...

  • Software Support Engineer

    3 weeks ago

    Muscat, Muscat, Oman Canonical Full time

    Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very 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,...

  • Associate Linux Support Engineer

    2 days ago

    Muscat, Muscat, Oman beBee Careers Full time

    Technical Support Engineer Job OverviewAbout the Role:We are seeking an experienced Technical Support Engineer to join our team. As a key member of our technical support group, you will be responsible for providing exceptional technical support to our customers and internal teams.Responsibilities:Provide timely and effective technical support via various...

  • Associate Linux Support Engineer

    4 weeks ago

    Muscat, Muscat, Oman Canonical Full time

    Join to apply for the Associate Linux Support Engineer role at CanonicalContinue with Google Continue with Google20 hours ago Be among the first 25 applicantsJoin to apply for the Associate Linux Support Engineer role at CanonicalGet AI-powered advice on this job and more exclusive features.Sign in to access AI-powered advicesContinue with Google Continue...

  • Health and Safety Engineer

    2 days ago

    Muscat, Muscat, Oman Muscat Engineering Consultancy LLC Full time

    Direct message the job poster from Muscat Engineering Consultancy LLCPosition: Health and Safety Engineer (Power Transmission Site)Required Experience: Minimum Six (6) years' experience in HSE function.Basic Qualification: Diploma (4 years) / Degree (3 years) in technical subject.Required HSE Qualification: NEBOSH (IGC certificate), IOSH MS Certificate, IRCA...