Tech Stack

Description

You will manage a distributed team of Linux and open source support engineers, ensuring customer satisfaction and technical excellence. You'll oversee case handling, SLAs, escalations, and team development while driving continuous improvement in a fast-paced, fully remote environment.

Requirements

• Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
• Leadership experience, preferably team management
• Confidence under pressure with proven high customer focus
• Excellent communication skills (verbal and written)
• Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies

Responsibilities

• Manage a professional support team including skills development and performance management
• Operational control, shift scheduling, and accountability for KPIs
• Ensure customer cases are responded to within SLA in a professional manner
• Act as customer escalation contact and address escalations appropriately
• Hire, develop, and train support team to match business requirements