Support Engineering Manager

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

Job summary

An innovative company is seeking a Support Engineering Manager to lead a dynamic support team focused on Linux solutions. This role emphasizes customer satisfaction, technical excellence, and team development within a distributed work environment. Ideal candidates will possess extensive Linux experience, strong leadership skills, and a passion for open source. Join a forward-thinking organization that values diversity and promotes a culture of continuous learning and growth, where your contributions will directly impact customer success and team performance.

Benefits

Distributed work environment

USD 2,000 annual learning budget

Annual compensation review

Performance rewards

Various local benefits

Qualifications

• Extensive CLI experience with Linux, focusing on support and development.
• Proven leadership and team management skills in a technical environment.
• Experience in support organizations with a strong customer focus.

Responsibilities

• Manage a support team, focusing on performance and skills development.
• Ensure customer satisfaction and respond to cases within SLA.
• Drive growth initiatives and contribute to the support knowledge base.

Skills

CLI experience with Linux

Leadership and team management

Customer focus

Fluency in English

Excellent communication skills

Knowledge of Linux Desktop

Knowledge of OpenStack

Knowledge of Public Cloud

Knowledge of Virtualization

Contributions to Open Source projects

Software development experience

Support organization experience

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 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:

1. Managing a support team, including skills development and performance management
2. Operational control, shift scheduling, and KPIs
3. Responding to customer cases within SLA and professionally
4. Acting as the escalation contact for customers
5. Ensuring customer satisfaction
6. Contributing to the support knowledge base
7. Improving team processes and support delivery
8. Hiring, developing, and training support staff
9. 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.