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Title: Ubuntu Technical Support Manager
Location: Home based – Worldwide
Open source is now the centre of technology innovation, and the new default for tech and traditional companies alike. Canonical Ubuntu is the fastest growing open source platform, with over 20 million users globally. Canonical provides commercial support, consulting and training services to customers and partners who are deploying Ubuntu. Our customers are technology innovators inside global enterprises using Ubuntu and open source to build the future in their industry.
Our regional Technical Support Managers run world-class Technical Support teams solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud. They demonstrate two key attributes: customer focus ensuring that customers are always satisfied with the service they are receiving, and technical excellence ensuring that the support team is always up to date with the our technology, and that they perform sound and quick troubleshooting.
You’ll need to be comfortable in a fast paced environment, able to take responsibility for delivering to customers and enjoy challenges. You will also need to care deeply about your team, their skills, and their career development.
Key responsibilities
<ul>
<li>Management of a professional support team, including skills development and performance management</li>
<li>Operational control, shift scheduling, accountability for key performance indicators (KPIs)</li>
<li>Ensures that all customer cases are responded to within the SLA, and in a professional manner</li>
<li>Act as the customer escalation contact, and ensure that such escalations are addressed appropriately</li>
<li>Accountability for customer satisfaction</li>
<li>Contribution to the support knowledge base</li>
<li>Continuous improvement to the team’s processes and support service delivery</li>
<li>Hire, develop and train support team to match business requirements</li>
<li>Work with the leadership team to drive growth and transformation initiatives</li>
</ul>
Required skills and experience
<ul>
<li>Extensive CLI experience with Linux at a technical level (Support, Development, Implementation).</li>
<li>Experience or knowledge of OpenStack, Public Cloud or Virtualization technologies.</li>
<li>Leadership experience, and preferably team management experience</li>
<li>Confidence under pressure, with proven track record of high customer focus</li>
<li>Preferably fluent in two languages English being primary</li>
<li>Excellent communication skills (verbal and written)</li>
</ul>
About Canonical
Canonical is a growing, international software company that works with the open-source community to deliver Ubuntu — the world’s #1 cloud operating system. Our mission is to realize the potential of free software in the lives of individuals and organisations. Our services help businesses worldwide to reduce costs, improve efficiency and enhance security with Ubuntu.
We offer:
<ul>
<li>100% work-from-home</li>
<li>Learning and development</li>
<li>Competitive salary</li>
<li>Recognition rewards</li>
<li>Annual leave</li>
<li>Priority Pass for travel</li>
</ul>
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.
#LI-Remote

Ubuntu Technical Support Manager at Canonical

Title: Ubuntu Quality Engineer
Location: Home based – Worldwide
We are seeking a software engineer passionate about software quality, Ubuntu, and the open source community, to join the Ubuntu Quality Engineering team as we expand the set of open source packages we fully support and secure.
We see quality engineering as a first class engineering practice and are looking for people who can bring deep engineering insights to automation, testing capabilities, reporting and data analytics, as well as run processes in partnership with Canonical and community teams.
Ubuntu strives to deliver the latest-best free software components, in an easy to use and highly reliable form. We build on the technical excellence of Debian and bring additional focus and shape to the solutions we offer the industry.
As an Ubuntu Quality Engineer, you must be passionate about the future of Ubuntu, about quality and continuous integration and testing. You will work closely with multiple teams at the heart of Ubuntu and drive quality excellence. You will work closely with the Ubuntu Desktop, Server and Foundations team and put in place metrics for quality. You will research existing issues, troubleshoot and resolve problems, and identify opportunities for improvement and communicate them to the rest of the organization to drive the overall quality of Ubuntu.
<h3>What you’ll do</h3>
<ul>
<li>Monitor indicators of quality across the Ubuntu ecosystem and products</li>
<li>Troubleshoot and resolve issues in Ubuntu Desktop, Ubuntu Server and Ubuntu Core</li>
<li>Enhance our continuous integration to guard Ubuntu image, release and package quality</li>
<li>Report on KPIs and analytical insights</li>
<li>Empower other teams for better planning and constant quality improvements</li>
<li>Develop, enhance and automate test cases, from unit tests to end-to-end multi machine workloads</li>
<li>Work from home with international travel twice a year, for events up to two weeks long</li>
</ul>
<h3>Valued skills and experience</h3>
<ul>
<li>A strong software engineering, Linux, and open source background</li>
<li>In-depth knowledge of Python and Shell scripting</li>
<li>Experience with C/C++</li>
<li>Excellent troubleshooting skills and experience working with others to identify, isolate and resolve issues</li>
<li>Experience with quality processes and continuous integration tools</li>
<li>Experience working in an agile development environment</li>
</ul>
Experience with Debian/Ubuntu based operating system and good understanding of Debian packaging and snaps would also be a considerable advantage.
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.
#LI-Remote #stack

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