OpenStack Technical Support Manager

August 24, 2022

Job Description

  • Lagos

Canonical Nigeria

Canonical – We deliver open source to the world faster, more securely, and more cost-effectively than any other company. We develop Ubuntu, the world’s most popular enterprise Linux from cloud to edge, together with a passionate global community of 200,000 contributors. Ubuntu means 'humanity to others. We chose it because it embodies the generosity at the heart of open source, the new normal for platforms and innovation. Together with a community of 200,000, we publish an operating system that 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. Secure and reliable, elegant and intuitive, and open for innovation – Ubuntu is the future of open source, which is why it's the fastest-growing Linux in the world despite already being the most widely deployed.
We are recruiting to fill the position below:
Job Title: OpenStack Technical Support Manager
Location: Lagos
Job Overview

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

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

Required Skills and Experience

Extensive CLI experience with Linux at a technical level (Support, Development, Implementation).
Experience or knowledge of OpenStack, Public Cloud and Virtualization technologies.
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
Excellent communication skills (verbal and written)

We Offer

100% work-from-home
Learning and development
Competitive salary
Recognition rewards
Annual leave
Priority Pass for travel

Application Closing Date
Not Specified.
Method of Application
Interested and qualified candidates should:
Click here to apply online

To apply for this job please visit boards.greenhouse.io.

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