Support Engineering Manager

Canonical; Hamilton; Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative company is seeking a Support Engineering Manager to lead world-class support teams. This role involves managing customer delivery and ensuring technical excellence. The ideal candidate will have extensive Linux experience, strong leadership skills, and a commitment to team development. With a focus on customer satisfaction and operational control, this position offers the opportunity to shape the future of support services in a pioneering open-source environment. Join a dynamic team dedicated to excellence and innovation in technology.

Benefits

Biannual Team Sprints

Annual Learning Budget

Performance Bonuses

Flexible Work Environment

Qualifications

• Extensive experience with Linux CLI and customer support.
• Strong leadership skills and team management experience.

Responsibilities

• Manage a professional support team and ensure customer satisfaction.
• Handle escalations and improve team processes.

Skills

Linux CLI Experience

Leadership and Team Management

Customer Focus

Excellent Communication Skills

Knowledge of OpenStack

Software Development Background

Experience in Support Organizations

Hands-on Experience with Canonical's Products

Job description

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 management
• Operational control, shift scheduling, and KPI accountability
• Responding to customer cases within SLA and professionally
• Handling escalations and ensuring appropriate resolution
• Ensuring customer satisfaction
• Contributing to the support knowledge base
• Improving team processes and support services
• Hiring, developing, and training support staff
• Collaborating with leadership on growth and transformation initiatives

Ideal candidate profile:

• Extensive CLI experience with Linux (Support, Development, Implementation)
• Leadership and team management experience
• Ability to perform under pressure with high customer focus
• Fluency in English and preferably another language
• Excellent communication skills
• Knowledge of Linux Desktop, OpenStack, Cloud, or Virtualization
• Open Source contribution experience
• Software development background
• Experience in support organizations
• Hands-on experience with Canonical's products

What we offer:

• 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 aligning with our values

About 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.