Support Engineering Manager
Canonical · Kampala
Job description
About the role
The Support Engineering Manager leads a professional support team, driving skills development, performance management and continuous improvement of support services.
Key responsibilities
- Manage shift scheduling, operational control and accountability for KPIs.
- Ensure all customer cases are responded to within SLA and maintain high customer satisfaction.
- Act as escalation point for customers and resolve escalations appropriately.
- Develop and maintain the support knowledge base and improve team processes.
- Hire, train and develop the support team to meet business needs.
- Collaborate with leadership on growth and transformation initiatives.
Required profile
- Extensive CLI experience with Linux (support, development, implementation).
- Leadership and team‑management experience.
- Ability to work under pressure with a strong customer focus.
- Fluent in English; additional language preferred.
- Excellent verbal and written communication skills.
Required skills
- Linux (desktop and server)
- OpenStack
- Public Cloud and virtualization technologies
- Open‑source contributions
- Software development
- Hands‑on experience with Canonical products
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Published 3 hours ago
Expires 3 days from now
8 views · 0 interested
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Canonical
Kampala