Global Support Engineering Manager - Linux & Open Source

Canonical Group Ltd; United States; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Learning budget USD 2,000 per year

Annual compensation review

Recognition rewards

Annual holiday leave

Parental leave (maternity/paternity)

Employee Assistance Programme

Travel opportunities to meet teammates

In-person team sprints twice yearly

Job summary

Canonical is a leading provider of open source software and operating systems, with Ubuntu as a core platform used globally in cloud, data science, AI, and IoT. We seek regional Support Managers for Cloud and Devices groups to lead world-class teams, drive customer satisfaction, and evolve our support delivery.

You will manage a professional team, set KPIs, and influence growth while promoting career development and technical excellence across a distributed workforce.

Qualifications

• Extensive CLI experience with Linux at a technical level (Support, Development, Implementation).
• Leadership experience with track record in managing teams.
• Fluent in at least two languages, with English as a primary language.
• Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies; contributions to Open Source projects preferred.

Responsibilities

• Manage a professional support team including skills development and performance management.
• Oversee operational control, shift scheduling, and KPI accountability.
• Ensure all customer cases are responded to within SLA and professionally.
• Act as customer escalation contact and address escalations appropriately.
• Be accountable for customer satisfaction and contribute to the knowledge base.
• Drive continuous improvement of team processes and service delivery.
• Hire, develop and train the support team to match business needs.
• Collaborate with leadership to drive growth and transformation initiatives.

Skills

Linux CLI

Leadership

Team management

Customer focus

English fluency

Communication

Open Source contribution

Linux knowledge

Open Source projects

Tools

OpenStack

Public Cloud

Virtualization

Linux Desktop

Job description

Canonical is a leading provider of open source software and operating systems, with Ubuntu as a core platform used globally in cloud, data science, AI, and IoT. We seek regional Support Managers for Cloud and Devices groups to lead world-class teams, drive customer satisfaction, and evolve our support delivery.

You will manage a professional team, set KPIs, and influence growth while promoting career development and technical excellence across a distributed workforce.