Support Engineering Manager

Canonical; Culiacán; A distancia; USD 30,000 - 70,000; Jornada completa

Descripción de la vacante

An innovative company is seeking a Regional Support Manager to lead a world-class support team for Ubuntu, the fastest-growing open-source platform. This role emphasizes customer satisfaction and technical excellence, requiring strong leadership in a fast-paced environment. As a key player, you will manage team performance, oversee operational control, and ensure exceptional support service. The position offers 100% remote work, learning opportunities, and a competitive salary, making it an exciting chance to contribute to the future of technology while fostering a diverse and inclusive workplace.

Servicios

100% remote work

Learning and development opportunities

Competitive salary

Recognition rewards

Annual leave

Priority travel pass

Formación

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

Responsabilidades

• Manage support team performance and skills development.
• Ensure timely responses to customer cases and maintain satisfaction.
• Collaborate with leadership on growth initiatives.

Conocimientos

CLI experience with Linux

Leadership and team management

Customer focus

Fluency in English

Excellent communication skills

Herramientas

OpenStack

Public Cloud

Virtualization technologies

Descripción del empleo

Open source is now the centre of technology innovation, and the new default for tech and traditional companies alike. Canonical's Ubuntu is the fastest growing open source platform, with over 20 million users globally. Canonical provides commercial support, consulting, and training services to customers and partners deploying Ubuntu. Our customers are technology innovators inside global enterprises using Ubuntu and open source to build the future in their industry.

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 exemplify two key attributes: customer focus—ensuring customer satisfaction with the service they receive—and technical excellence—keeping the support team updated with our technology and performing sound, quick troubleshooting. We are hiring managers for both our Cloud Support Group and Desktop Support Group.

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

Key responsibilities

• Manage a professional support team, including skills development and performance management
• Oversee operational control, shift scheduling, and monitor KPIs
• Ensure all customer cases are responded to within SLA and professionally
• Act as the escalation contact for customers and address escalations appropriately
• Maintain accountability for customer satisfaction
• Contribute to the support knowledge base
• Continuously improve team processes and support services
• Hire, develop, and train support staff to meet business needs
• Collaborate with leadership to drive growth and transformation initiatives

Required skills and experience

• Extensive CLI experience with Linux at a technical level (support, development, implementation)
• Leadership and team management experience
• Ability to perform under pressure with a proven customer focus
• Fluency in English; proficiency in a second language is a plus
• Excellent verbal and written communication skills

Additional skills that you might bring

• Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
• Contributions to Open Source projects
• Software development experience
• Experience working in support organizations
• Hands-on experience with Canonical's products

About Canonical

Canonical is a growing, international software company collaborating with the open-source community to deliver Ubuntu—the world's #1 cloud operating system. Our mission is to unlock the potential of free software for individuals and organizations. We help businesses worldwide reduce costs, improve efficiency, and enhance security with Ubuntu.

We offer

• 100% remote work
• Learning and development opportunities
• Competitive salary
• Recognition rewards
• Annual leave
• Priority travel pass

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