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Support Engineering Manager
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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 breakthrough 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. The company is founder-led, profitable, and growing. We have a distributed team of 1200+ colleagues in 75+ countries, with few office-based roles. Teams meet a few times a year in interesting locations worldwide to align on strategy and execution. The regional Support Managers lead world-class Support teams—solving technical problems for customers on Ubuntu Server, Desktop, and public cloud. They focus on customer satisfaction and technical excellence, ensuring the team stays updated and performs quick troubleshooting. We seek managers for both our Cloud Support Group and Devices Support Group. The role involves: Managing a support team, including skills development and performance management Operational control, shift scheduling, and KPIs Responding to customer cases within SLA and professionally Acting as the escalation contact for customers Ensuring customer satisfaction Contributing to the support knowledge base Improving team processes and support delivery Hiring, developing, and training support staff Driving growth and transformation initiatives with leadership Ideal candidates will have: Extensive CLI experience with Linux (Support, Development, Implementation) Leadership and team management experience Ability to work under pressure with high customer focus Fluency in English and preferably another language Excellent communication skills Knowledge of Linux Desktop, OpenStack, Public Cloud, Virtualization Contributions to Open Source projects Software development experience Support organization experience Hands-on experience with Canonical's products We offer: Distributed work environment with biannual in-person team sprints USD 2,000 annual learning and development budget Annual compensation review and performance rewards Various benefits reflecting our values and local needs About Canonical: Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and promote excellence. Most colleagues work remotely since 2004. Working here challenges you to think differently, learn new skills, and grow. Canonical is an equal opportunity employer, fostering a workplace free from discrimination, valuing diversity and perspectives. #J-18808-Ljbffr
