Senior Technical Support Lead

3 days ago

Muscat, Muscat, Oman beBeeCustomer Full time 90,000 - 120,000

Job Overview

The Support Engineering Manager role is a leadership position that oversees the support team, ensuring customers receive top-notch assistance. The ideal candidate will have extensive experience in Linux CLI, team management, and customer-focused skills.

Key Responsibilities:

  1. Manage a professional support team, focusing on skills development and performance management.
  2. Operational control, shift scheduling, and monitoring KPIs.
  3. Ensure all customer cases are responded to within SLA and professionally.
  4. Act as the escalation point for customers and address escalations appropriately.
  5. Maintain accountability for customer satisfaction.
  6. Contribute to the support knowledge base.
  7. Continuously improve team processes and support service delivery.
  8. Hire, develop, and train support team members.
  9. Collaborate 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.

Benefits:

  • Distributed work environment with biannual in-person team sprints.
  • USD 2,000 annual learning and development budget.
  • Annual compensation review and performance bonuses.
  • Additional benefits reflecting our values and local needs.

About Us

We are at the forefront of the open source movement, publishing Ubuntu—the platform for AI, IoT, and cloud. We hire globally, set high standards, and promote excellence. Working remotely since 2004, we encourage innovative thinking, continuous learning, and skill development.

We are an equal opportunity employer, committed to diversity and inclusion, and providing fair consideration regardless of background or identity.

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