Support Engineering Manager

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

Job summary

An innovative firm is seeking a Support Engineering Manager to lead world-class support teams in a dynamic environment. This role emphasizes customer satisfaction and technical excellence, focusing on the management and development of support staff. The ideal candidate will have extensive experience with Linux and a passion for team growth. Enjoy a distributed work environment with opportunities for travel and professional development, while being part of a pioneering company in open source technology. If you thrive in fast-paced settings and are dedicated to delivering exceptional support, this role is perfect for you.

Benefits

Annual learning and development budget

Performance bonuses

Recognition rewards

Holiday leave

Maternity/paternity leave

Employee Assistance Programme

Travel opportunities

Travel upgrades for company events

Qualifications

• Extensive experience with Linux CLI and team management.
• Strong focus on customer satisfaction and technical excellence.

Responsibilities

• Manage a professional support team and ensure customer satisfaction.
• Contribute to the support knowledge base and improve team processes.

Skills

CLI experience with Linux

Leadership and team management

Excellent verbal and written communication

Knowledge of Linux Desktop

Software development experience

Support organization experience

Contribution to Open Source projects

Ability to work under pressure

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 top 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 in interesting locations worldwide to align on strategy and execution.

The company is founder-led, profitable, and growing.

Our regional Support Managers oversee world-class Support teams, resolving deep technical issues for customers using Ubuntu Server, Ubuntu Desktop, and public cloud. They focus on customer satisfaction and technical excellence, ensuring the team stays updated and performs efficient troubleshooting. We seek managers for both our Cloud Support Group and Devices Support Group.

The role requires comfort in a fast-paced environment, responsibility for customer delivery, and a passion for 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
• Acting as the escalation contact and managing escalations
• Ensuring customer satisfaction
• Contributing to the support knowledge base
• Improving team processes and support delivery
• Hiring, developing, and training support staff
• Collaborating with leadership on growth and transformation initiatives

Candidate requirements:

• 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; proficiency in a second language is a plus
• Excellent verbal and written communication skills
• Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization
• Contribution to Open Source projects
• Software development experience
• Support organization experience
• 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 reflecting our values
• Recognition rewards, holiday leave, maternity/paternity leave
• Employee Assistance Programme
• Travel opportunities to meet colleagues
• Travel upgrades for company events

About Canonical:

Canonical pioneers open source technology, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally and uphold high standards, expecting excellence from our team. Most colleagues work remotely, fostering a flexible work environment.

We are an equal opportunity employer committed to diversity and inclusion, ensuring fair consideration for all applicants.

Additional details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Engineering and IT
• Industry: Software Development