Chief Technical Operations Manager

1 day ago

Muscat, Muscat, Oman beBeeTechnical Full time

Support Engineering Leader

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. We operate with a distributed team of 1200+ colleagues in 75+ countries, with few office-based roles, meeting in person a few times annually in various locations worldwide.

The company is founder-led, profitable, and growing.

Job Overview:

We are seeking an experienced Support Engineering Manager to lead our world-class Support teams. Key attributes include customer focus—ensuring customer satisfaction—and technical excellence—keeping support teams updated with the latest technology and troubleshooting efficiently.

Responsibilities:

  • Managing a professional support team, including skills development and performance management
  • Operational control, shift scheduling, and monitoring KPIs
  • Ensuring all customer cases are responded to within SLA and professionally
  • Acting as the escalation point for customers and addressing escalations appropriately
  • Maintaining accountability for customer satisfaction
  • Contributing to the support knowledge base
  • Continuously improving team processes and support service delivery
  • Hiring, developing, and training support team members
  • Collaborating with leadership to drive growth and transformation initiatives

Requirements:

  • Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
  • Leadership and team management experience
  • Ability to work under pressure with a strong customer focus
  • Fluency in English and preferably another language
  • Excellent verbal and written communication skills
  • Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
  • Contributions to Open Source projects
  • Software development experience
  • Experience working in support organizations
  • Hands-on experience with Canonical's products

What We Offer:

  • Distributed work environment with biannual in-person team sprints
  • USD annual learning and development budget
  • Annual compensation review and performance bonuses
  • Additional benefits reflecting our values and local needs

About Us:

Our mission is to deliver innovative solutions to the global enterprise and technology markets through our open source platform, Ubuntu.

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