Support Engineering Manager

Canonical; São Paulo; Teletrabalho; USD 60.000 - 100.000; Tempo integral

Resumo da oferta

An established industry player is seeking a passionate Support Engineering Manager to lead a dynamic support team. This role focuses on delivering exceptional customer service while managing technical challenges across various platforms. The ideal candidate will bring extensive Linux experience and a strong leadership background, ensuring the team meets performance goals and customer satisfaction. With a commitment to open-source innovation, this forward-thinking company promotes a collaborative and remote work culture, offering opportunities for professional growth and development. Join a diverse team dedicated to excellence and transformation in the tech landscape.

Serviços

Annual learning and development budget

Performance bonuses

Recognition rewards

Holiday leave

Maternity/paternity leave

Employee Assistance Programme

Travel opportunities

Travel upgrades for company events

Qualificações

• Extensive CLI experience with Linux at a technical level.
• Proven contributions to Open Source projects.
• Experience working in support organizations.

Responsabilidades

• Managing a professional support team and performance management.
• Ensuring all customer cases are responded to within SLAs.
• Continuously improving team processes and support delivery.

Conhecimentos

CLI experience with Linux

Leadership and team management

Customer focus

Fluency in English

Excellent communication skills

Knowledge of Linux Desktop

OpenStack knowledge

Public Cloud experience

Software development experience

Experience in support organizations

Descrição da oferta de emprego

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 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. The company is founder-led, profitable, and growing, with a global distributed team of over 1200 colleagues in more than 75 countries, with few office-based roles. Teams meet a few times a year in various global locations to align on strategy and execution.

The regional Support Managers lead world-class Support teams—resolving complex technical issues for customers worldwide on Ubuntu Server, Desktop, and public cloud. They embody customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated with the latest technology and troubleshooting efficiently. We seek managers for both our Cloud Support Group and Devices Support Group.

The role entails:

• Managing a professional support team, including skills development and performance management
• Operational control, shift scheduling, and accountability for KPIs
• Ensuring all customer cases are responded to within SLAs and professionally
• Acting as the escalation contact for customers and addressing escalations appropriately
• Ensuring customer satisfaction
• Contributing to the support knowledge base
• Continuously improving team processes and support delivery
• Hiring, developing, and training support staff to meet business needs
• Collaborating with leadership on growth and transformation initiatives

What we are looking for in you:

• Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
• Leadership and team management experience
• Ability to perform under pressure with a strong customer focus
• Fluency in English and preferably another language
• Excellent verbal and written communication skills
• Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
• Proven contributions to Open Source projects
• Software development experience
• Experience working in support organizations
• Hands-on experience with Canonical products

What we offer colleagues:

• Distributed work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Annual compensation review and performance bonuses
• Additional benefits reflecting our values and local needs
• Recognition rewards, holiday leave, maternity/paternity leave
• Employee Assistance Programme
• Travel opportunities to meet colleagues
• Travel upgrades for company events

About Canonical:

Canonical pioneers in open source, publishing Ubuntu—the platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and foster a remote work culture since 2004. Working here challenges you to think differently, learn new skills, and excel.

Canonical is an equal opportunity employer:

We value diversity and are committed to fair consideration regardless of background or identity.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• Software Development