Support Engineering Manager

7 days ago

Vancouver Toronto Montreal Calgary Edmonton Old Toronto Ottawa Mississauga Quebec Winnipeg Halifax Saskatoon Burnaby Hamilton Surrey Victoria London Halton Hills Regina Markham Brampton Vaughan Kelowna Laval Southwestern Ontario R, Canada Canonical Full time

Join to apply for the Support Engineering Manager role at Canonical. Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include top public cloud and silicon providers, and industry leaders across sectors. We operate with a global, distributed team of 1200+ colleagues in over 75 countries, with few office-based roles. Teams meet in person a few times a year at various locations worldwide to align on strategy and execution. The company is founder-led, profitable, and growing. Our regional Support Managers oversee world-class Support teams—resolving complex technical issues for customers using Ubuntu Server, Ubuntu Desktop, and public cloud services. Key attributes include customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated on technology and troubleshooting efficiently. We are hiring managers for both the Cloud Support Group and Devices Support Group. The role requires comfort in a fast-paced environment, responsibility for delivering excellent customer service, and a deep care for team development. Responsibilities include: Managing a professional support team, including skills development and performance management Operational control, shift scheduling, and KPI accountability Responding to customer cases within SLA and professionally Acting as the escalation contact for customers Ensuring customer satisfaction Contributing to the support knowledge base Continuously improving team processes and support delivery Hiring, developing, and training support staff Collaborating with leadership on growth and transformation initiatives Candidate requirements: Extensive CLI experience with Linux (Support, Development, Implementation) Leadership and team management experience Ability to work under pressure with a high customer focus Fluency in at least two languages, including English Excellent communication skills Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization Contributions to Open Source projects Software development experience Support organization experience Hands-on experience with Canonical products What we offer: Distributed work environment with biannual in-person team sprints USD 2,000 annual learning and development budget Annual compensation review Recognition rewards, holiday leave, maternity/paternity leave Employee Assistance Programme Travel opportunities to meet colleagues Priority Pass and travel upgrades for company events About Canonical: Canonical pioneers open source innovation, publishing Ubuntu—key to AI, IoT, and cloud platforms. We hire globally, uphold high standards, and encourage excellence. Most colleagues work remotely, embracing the future of work, continuous learning, and skill development. Equal Opportunity Employer: We foster a workplace free from discrimination, valuing diversity in experience, perspective, and background. All applications are given fair consideration. #J-18808-Ljbffr

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