Support Engineering Manager

Canonical; Auckland; Remote; NZD 85,000 - 110,000; Full time

Job summary

A leading provider of open source software is seeking a Support Manager to lead world-class support teams for Ubuntu products. The role involves managing a professional support team, ensuring customer satisfaction, and contributing to process improvements. Ideal candidates will have extensive Linux experience, strong leadership skills, and a focus on customer service.

Benefits

Annual learning and development budget

Annual compensation review

Recognition rewards

Annual leave and parental leave

Employee Assistance Programme

Travel opportunities to meet colleagues

Qualifications

• Extensive CLI experience with Linux at a technical level.
• Leadership and team management experience required.

Responsibilities

• Management of a professional support team.
• Ensuring customer cases are responded to within SLA.
• Continuous improvement of team processes.

Skills

Leadership

Customer Focus

Communication

Linux

Open Source

Job description

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 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 worldwide on Ubuntu Server, Ubuntu Desktop, and the public cloud. They demonstrate two key attributes: customer focus—ensuring customer satisfaction with the service received, and technical excellence—keeping the support team updated with our technology and performing quick, sound troubleshooting. We are recruiting managers for both our support groups: Cloud Support Group and Devices Support Group.

You should be comfortable in a fast-paced environment, capable of taking responsibility for customer delivery, and enjoy challenges. A deep care for your team, their skills, and career development 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 customer escalation contact 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 are we 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, English being primary
5. Excellent verbal and written communication skills
6. Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
7. Proven contribution 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 bonuses or commissions. Additional benefits reflect our values and local needs, including:

• Distributed work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Annual compensation review
• Recognition rewards
• Annual leave and parental 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 open source movement. As the publisher of Ubuntu, a key open source platform for AI, IoT, and cloud, we are transforming software. We recruit globally, maintaining high standards for new hires. Working here is a forward-looking experience that challenges you to think differently, learn new skills, and excel.

Canonical is an equal opportunity employer

We foster a workplace free from discrimination. Diversity in experience, perspectives, and background enhances our environment and products. We consider all applications fairly, regardless of your identity.