Support Engineering Manager @ Canonical Nigeria
Job Description
Jobs in Lagos, Nigeria.
Job Description
Open source has become the epicenter of technological innovation, now the standard for both tech companies and traditional businesses. Canonical’s Ubuntu is the fastest-growing open-source platform, with over 20 million global users.
Canonical offers commercial support, consulting, and training to customers and partners deploying Ubuntu. Our clientele consists of technology leaders within global enterprises, leveraging Ubuntu and open-source to shape their industries’ future.
Our regional Support Managers lead top-tier teams, resolving complex technical challenges for customers globally on Ubuntu Server, Ubuntu Desktop, and in the public cloud. These managers exemplify two key qualities: a strong customer-centric approach and technical expertise, ensuring that teams are always up to date with our technology and capable of quick, effective troubleshooting.
We are looking for managers to lead our Cloud Support and Desktop Support teams. The ideal candidate will thrive in a fast-paced environment, taking ownership of customer deliveries, and embracing challenges. You will also be deeply invested in your team’s growth, skills, and career development.
Key Responsibilities
- Lead a professional support team, focusing on skill development and performance management
- Oversee operational control, shift scheduling, and ensure accountability for KPIs
- Guarantee that customer issues are addressed promptly within SLAs and professionally
- Act as the escalation point for customer concerns and ensure appropriate resolutions
- Ensure customer satisfaction is consistently met
- Contribute to the support knowledge base
- Drive continuous improvement in team processes and service delivery
- Recruit, develop, and train support staff in line with business needs
- Collaborate with leadership to drive growth and transformation initiatives
Required Skills and Experience
- Advanced command-line experience with Linux (support, development, implementation)
- Proven leadership, ideally with team management experience
- Strong customer-focused mindset with the ability to perform under pressure
- Fluency in English (additional languages are a plus)
- Excellent written and verbal communication skills
Desirable Additional Skills
- Experience with Linux Desktop, OpenStack, Public Cloud, or virtualization technologies
- A history of contributing to open-source projects
- Software development experience
- Experience in support organizations
- Hands-on experience with Canonical products
What We Offer
- Fully remote work
- Learning and development opportunities
- Competitive salary and recognition rewards
- Annual leave and Priority Pass for travel
Source: From Company Career Portal/Other Job Boards.
