Support Engineering Manager - Canonical

About the Role

Canonical is seeking Support Engineering Managers to lead our Cloud Support and Devices Support groups. You will manage world-class teams responsible for solving deep technical problems for global enterprise customers using Ubuntu Server, Ubuntu Desktop, and public cloud technologies.

Key Responsibilities

• Team Leadership: Manage a professional support team, focusing on skills development, performance management, and career growth.
• Operational Excellence: Maintain operational control, handle shift scheduling, and ensure accountability for key performance indicators (KPIs).
• Customer Success: Ensure all customer cases are addressed within SLA, act as the primary escalation contact, and maintain high customer satisfaction.
• Process Improvement: Contribute to the support knowledge base and drive continuous improvement in service delivery processes.
• Strategic Growth: Hire and train team members to meet business requirements and collaborate with leadership on transformation initiatives.

What We Are Looking For

• Technical Expertise: Extensive CLI experience with Linux (Support, Development, or Implementation).
• Leadership: Proven experience in leadership and team management.
• Communication: Excellent verbal and written communication skills; fluency in two languages (English primary) is preferred.
• Domain Knowledge: Experience with Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies.
• Open Source: A proven track record of contributing to Open Source projects.
• Development: Software development experience and hands-on experience with Canonical products.
• Soft Skills: Confidence under pressure and a strong customer-focused mindset.

What We Offer

• Distributed Environment: A remote-first culture with twice-yearly in-person team sprints in global locations.
• Compensation: Competitive salary reviewed annually, plus performance-driven bonuses.
• Development: Annual personal learning and development budget of $2,000 USD.
• Benefits: Comprehensive benefits including holiday leave, maternity/paternity leave, Employee Assistance Programme, and travel perks for company events.