Support Engineering Manager

Canonical; Murcia; A distancia; USD 45.000 - 75.000; Jornada completa

Descripción de la vacante

An innovative tech firm is looking for a dynamic Support Manager to lead their professional support teams. This role involves managing a skilled team, ensuring customer satisfaction, and driving continuous improvement in support processes. With a focus on leadership and development, you will thrive in a fast-paced environment while contributing to the growth of the organization. The company offers a distributed work environment, annual learning budgets, and travel opportunities, making it an exciting place to grow your career in the open-source software industry.

Servicios

Distributed work environment

USD 2,000 annual learning budget

Annual compensation review

Recognition rewards

Annual holiday leave

Maternity and paternity leave

Employee Assistance Programme

Travel opportunities

Priority Pass for company events

Formación

• Extensive CLI experience with Linux at a technical level.
• Leadership and team management experience in a fast-paced environment.

Responsabilidades

• Manage a professional support team, focusing on skills development.
• Ensure customer cases are responded to within SLA and professionally.

Conocimientos

CLI experience with Linux

Leadership and team management

Customer focus

Fluency in English and another language

Communication skills

Knowledge of Linux technologies

Contributions to Open Source projects

Software development experience

Experience in support organizations

Hands-on experience with Canonical's products

Descripción del empleo

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, as well as industry leaders across many sectors. The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, 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 around the world on Ubuntu Server, Ubuntu Desktop, and the public cloud. They demonstrate two key attributes: customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated with our technology and performing sound and quick troubleshooting. We are seeking managers for both our support groups: Cloud Support Group and Devices Support Group.

Candidates should be comfortable in a fast-paced environment, capable of taking responsibility for delivering to customers, and enjoy challenges. A deep care for team development, skills, and career growth is essential.

The role entails

1. Management of a professional support team, including skills development and performance management
2. Operational control, shift scheduling, accountability for KPIs
3. Ensuring all customer cases are responded to within SLA and professionally
4. Acting as the escalation contact for customers and addressing escalations appropriately
5. Accountability for customer satisfaction
6. Contributing to the support knowledge base
7. Continuous improvement of team processes and support delivery
8. Hiring, developing, and training support team members to meet business needs
9. Collaborating with leadership to drive growth and transformation initiatives

What we are looking for in you

1. Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
2. Leadership and team management experience
3. Confidence under pressure with a strong customer focus
4. Fluency in two languages, with English as primary preferred
5. Excellent verbal and written communication skills
6. Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
7. Proven contributions to Open Source projects
8. Software development experience
9. Experience working in support organizations
10. Hands-on experience with Canonical's products

What we offer colleagues

Compensation is shaped by location, experience, and performance, with annual reviews and performance-based bonuses. Benefits include:

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

About Canonical

Canonical is a pioneering tech firm leading the global move to open source. As the publisher of Ubuntu, a key open source project and platform for AI, IoT, and cloud, we are transforming software. We recruit globally, uphold high standards, and expect excellence. Most colleagues work remotely, fostering a future-oriented work environment that challenges and develops its team members.

Canonical is an equal opportunity employer

We are committed to a workplace free from discrimination. Diversity in experience, perspectives, and backgrounds enhances our work environment and products. We welcome all applications for fair consideration.