Exceptional Support Expert

2 days ago


Muscat, Muscat, Oman beBee Careers Full time

Lead Support Specialist

About the Role

We are seeking a highly skilled and experienced Lead Support Specialist to join our team. As a key member of our support organization, you will be responsible for managing a professional support team, including skills development and performance management.

The successful candidate will have extensive CLI experience with Linux at a technical level, as well as leadership and team management experience. They will also possess excellent verbal and written communication skills, fluency in English, and knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies.

Key Responsibilities
  • Team Management: Manage a professional support team, including skills development and performance management.
  • Operational Control: Operational control, shift scheduling, and monitoring KPIs.
  • Customer Support: Ensure all customer cases are responded to within SLA and professionally.
  • Escalation Point: Act as the escalation point for customers and address escalations appropriately.
  • Accountability: Maintain accountability for customer satisfaction.
  • Knowledge Base: Contribute to the support knowledge base.
  • Process Improvement: Continuously improve team processes and support service delivery.
  • Hiring and Training: Hire, develop, and train support team members.
  • Collaboration: Collaborate with leadership to drive growth and transformation initiatives.
Required Skills and Qualifications
  • CLI Experience: Extensive CLI experience with Linux at a technical level.
  • Leadership Experience: Leadership and team management experience.
  • Communication Skills: Excellent verbal and written communication skills.
  • Language Proficiency: Fluency in English and preferably another language.
  • Technical Knowledge: Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies.
  • Open Source Contributions: Contributions to Open Source projects.
  • Software Development Experience: Software development experience.
  • Support Organization Experience: Experience working in support organizations.
  • Canonical Products Experience: Hands-on experience with Canonical's products.
Benefits
  • Distributed Work Environment: Distributed work environment with biannual in-person team sprints.
  • Learning and Development Budget: USD 2,000 annual learning and development budget.
  • Annual Compensation Review: Annual compensation review and performance bonuses.
  • Additional Benefits: Additional benefits reflecting our values and local needs.

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


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