Technical Support Manager, Canonical
Enterprise open source solutions
Job no longer available
Enterprise open source solutions
1001+ employees
Job no longer available
1001+ employees
Company mission
Canonical's mission is to make open source software available to people everywhere.
Role
Who you are
- 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)
Desirable
- 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 the job involves
- 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
Otta's take
Theo Margolius
COO of Otta
Canonical originally started as a company to help distribute Ubuntu (an operating system based on Linux). It is now a leader in delivering open source to the world quickly, securely and cost effectively.
With a community of 200,000, Canonical publishes an operating system which runs from the tiny connected devices up to the world's biggest mainframes, the platform that everybody uses on the public cloud, and the workstation experience of the world's most productive developers. Just some of its partners include Microsoft, HP, Dell, aws, and Intel.
The founder has highlighted that Canonical's biggest challenge has been that demand is bigger than the company’s ability to service it. Originally a not-for-profit, Canonical is now monetising and is planning to go public. It also announced its product Ubuntu has a comprehensive subscription version called Ubuntu Pro, likely to aid monetising efforts.
Insights
Many candidates hear
back within 2 weeks
18% female employees
19% employee growth in 12 months
Company
Funding (1 round)
Aug 2013
$9.8m
EARLY VC
Total funding: $9.8m
Company benefits
- Work from home opportunities
- Health insurance
- Learning and personal professional development budget
- Annual compensation review
- Recognition rewards
- Annual leave
- Generous parental leave
- Priority Pass for travel
Company values
- Truly distributed: Exceptional, self-motivated, organised and passionate people deserve the freedom to live where they want. Our teams travel regularly to meet colleagues and customers.
- Best in class: We rate top for Linux security. We run more hosts, more workloads and more devices than anybody else, because we strive to do everything insightfully, properly, fairly, and openly
- Enterprise focused: The world is moving to Ubuntu – open source that's faster, cheaper and better. Empower engineers, secure precious data, share knowledge and lead the change
Company HQ
Southwark, London
Founders
Mark Shuttleworth
(CEO)Serial entrepreneur. Previously founded Thawte Consulting (sold to VeriSign for $575m)
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