Technical Support Lead

4 days ago

Muscat, Muscat, Oman beBeeManager Full time
About the Role

We are seeking an experienced Support Engineering Manager to join our team. In this role, you will be responsible for leading a professional support team, including skills development and performance management.

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
Requirements:
  • 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
About Us

We are a pioneering tech firm at the forefront of the global move to open source. 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.

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.

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