Support Engineering Manager

3 weeks ago

Hamilton Toronto Montreal Calgary Vancouver Edmonton Old Toronto Ottawa Mississauga Quebec Winnipeg Halifax Saskatoon Burnaby Victoria Surrey Halton Hills London 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 leading public cloud and silicon providers, and industry leaders across sectors. We are a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and few office-based roles. Teams meet periodically worldwide to align on strategy and execution.The company is founder-led, profitable, and growing.Our regional Support Managers lead world-class Support teams—solving deep technical problems for customers on Ubuntu Server, Desktop, and the public cloud. They focus on customer satisfaction and technical excellence, ensuring support teams stay updated and troubleshoot efficiently. We seek managers for our Cloud Support Group and Devices Support Group.The role requires adaptability in a fast-paced environment, responsibility for customer delivery, and a commitment to team development.Responsibilities include:Managing a professional support team, including skills development and performance managementOperational control, shift scheduling, and KPI accountabilityResponding to customer cases within SLA and professionallyHandling escalations and ensuring appropriate resolutionEnsuring customer satisfactionContributing to the support knowledge baseImproving team processes and support servicesHiring, developing, and training support staffCollaborating with leadership on growth and transformation initiativesIdeal candidate profile:Extensive CLI experience with Linux (Support, Development, Implementation)Leadership and team management experienceAbility to perform under pressure with high customer focusFluency in English and preferably another languageExcellent communication skillsKnowledge of Linux Desktop, OpenStack, Cloud, or VirtualizationOpen Source contribution experienceSoftware development backgroundExperience in support organizationsHands-on experience with Canonical's productsWhat we offer:Distributed work environment with biannual in-person team sprintsUSD 2,000 annual learning and development budgetAnnual compensation review and performance bonusesAdditional benefits aligning with our valuesAbout Canonical:Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and promote excellence. Most colleagues work remotely, fostering a future-oriented, innovative work environment.Canonical is an equal opportunity employer, committed to diversity and fair application processes. #J-18808-Ljbffr

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