Support Engineering Manager

Canonical; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading provider of open source software is looking for a Support Engineering Manager in Ecatepec de Morelos, Mexico. This role involves managing professional support teams to ensure technical excellence and high customer satisfaction. Candidates should have extensive Linux experience, leadership skills, and excellent communication abilities. The company offers a distributed work environment, annual compensation reviews, and a personal learning budget. Join a team pioneering in the tech industry and helped shape the future of open source software.

Servicios

Performance-driven annual bonus

Personal learning budget of USD 2,000

Recognition rewards

Travel opportunities

Formación

• Extensive CLI experience with Linux at a technical level.
• Proven track record of high customer focus.
• Excellent communication skills (verbal and written).

Responsabilidades

• Manage a professional support team including skills development.
• Ensure customer cases are responded to within SLA.
• Accountability for customer satisfaction and KPIs.

Conocimientos

CLI experience with Linux

Leadership experience

Customer focus

Fluent in two languages

Excellent communication

Knowledge of Linux Desktop

Experience in support organizations

Hands-on with Canonical's products

Descripción del empleo

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 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, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with thousands of 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 run world‑class Support teams – solving deep technical problems for customers worldwide on Ubuntu Server, Ubuntu Desktop, and on the public cloud. They demonstrate two key attributes: customer focus – ensuring that customers are always satisfied with the service they are receiving – and technical excellence – ensuring that the support team is always up to date with our technology, and that they perform sound and quick troubleshooting.

We are looking for managers for both of our support groups; Cloud Support Group and Devices Support Group. You’ll need to be comfortable in a fast‑paced environment, able to take responsibility for delivering to customers, and enjoy challenges. You will also need to care deeply about your team, their skills, and their career development. The role entails:

• Management of a professional support team, including skills development and performance management.
• Operational control, shift scheduling, and accountability for key performance indicators (KPIs).
• Ensuring that all customer cases are responded to within the SLA in a professional manner.
• Acting as the customer escalation contact, ensuring that escalations are addressed appropriately.
• Accountability for customer satisfaction.
• Contributing to the support knowledge base.
• Continuous improvement to the team's processes and support service delivery.
• Hiring, developing, and training support team to match business requirements.
• Working with the leadership team to drive growth and transformation initiatives.

What are we looking for in you?

• Extensive CLI experience with Linux at a technical level (Support, Development, Implementation).
• Leadership experience, and preferably team management experience.
• Confidence under pressure, with a proven track record of high customer focus.
• Preferably fluent in two languages, with English being the primary one.
• Excellent communication skills (verbal and written).
• Experience or knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies.
• Proven track record of contributing to Open Source projects.
• Software development experience.
• Experience in working in support organizations.
• Hands‑on experience with Canonical’s products.

What we offer colleagues

• Compensation based on geographical location, experience, and performance worldwide, revisited annually.
• In addition to base pay, a performance‑driven annual bonus or commission.
• All team members receive additional benefits that reflect our values and ideals.
• A distributed work environment with twice‑yearly team sprints in person.
• A personal learning and development budget of USD 2,000 per year.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave, maternity and paternity leave.
• Employee Assistance Programme.
• Opportunity to travel to new locations to meet colleagues.
• Priority Pass and travel upgrades for long‑haul company events.

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu – one of the most important open source projects and the platform for AI, IoT, and the cloud – we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence – in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background creates a better work environment and better products. Whatever your identity, we will give your application fair consideration.