Support Engineering Manager

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

Job summary

An established industry player is seeking a Support Engineering Manager to lead their professional support teams. This role emphasizes customer satisfaction and technical excellence while managing team performance and development. With a focus on continuous improvement, the manager will ensure efficient support delivery and contribute to the knowledge base. The company fosters a distributed work environment, offering opportunities for learning and development, as well as travel to meet colleagues. If you are passionate about open source technology and team leadership, this is an exciting opportunity to make a significant impact.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review

Recognition rewards

Holiday leave

Maternity/paternity leave

Employee Assistance Programme

Travel opportunities to meet colleagues

Priority Pass for company events

Qualifications

• Extensive experience with Linux and CLI for support and development.
• Strong leadership skills and ability to manage support teams effectively.

Responsibilities

• Manage a professional support team and ensure customer satisfaction.
• Oversee operational control and contribute to support knowledge base.

Skills

CLI experience with Linux

Leadership and team management

Excellent communication skills

Knowledge of Linux Desktop

Contributions to Open Source projects

Software development experience

Customer focus

Tools

OpenStack

Public Cloud

Virtualization

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 operate with a global, distributed team of 1200+ colleagues in over 75 countries, with few office-based roles. Teams meet in person a few times a year at various 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 complex technical issues for customers using Ubuntu Server, Ubuntu Desktop, and public cloud services. Key attributes include customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated on technology and troubleshooting efficiently. We are hiring managers for both the Cloud Support Group and Devices Support Group.

The role requires comfort in a fast-paced environment, responsibility for delivering excellent customer service, and a deep care for team development.

Responsibilities include:

1. Managing a professional support team, including skills development and performance management
2. Operational control, shift scheduling, and KPI accountability
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. Continuously improving team processes and support delivery
8. Hiring, developing, and training support staff
9. 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 a high customer focus
• Fluency in at least two languages, including English
• Excellent communication skills
• Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization
• Contributions to Open Source projects
• Software development experience
• Support organization experience
• Hands-on experience with Canonical products

What we offer:

• Distributed work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Annual compensation review
• Recognition rewards, holiday leave, maternity/paternity leave
• Employee Assistance Programme
• Travel opportunities to meet colleagues
• Priority Pass and travel upgrades for company events

About Canonical:

Canonical pioneers open source innovation, publishing Ubuntu—key to AI, IoT, and cloud platforms. We hire globally, uphold high standards, and encourage excellence. Most colleagues work remotely, embracing the future of work, continuous learning, and skill development.

Equal Opportunity Employer:

We foster a workplace free from discrimination, valuing diversity in experience, perspective, and background. All applications are given fair consideration.