Remote Global Open-Source Support Engineering Manager

United States Digital Space LLC; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Distributed work environment

Learning budget USD 2000/year

Annual compensation review

Recognition rewards

Annual holiday leave

Parental leave

Employee Assistance Programme

Travel opportunities

Travel upgrades for events

Job summary

Canonical is seeking a global Support Manager to lead professional support teams for Ubuntu Server, Desktop, and cloud platforms. You will manage a skilled team, drive performance, schedule shifts, and ensure cases meet SLA while maintaining high customer satisfaction.

You will collaborate with leadership to drive growth, contribute to the knowledge base, and champion continuous improvement. The role suits someone with Linux experience, OpenStack/Public Cloud visibility, and a proven track

Qualifications

• Extensive CLI experience with Linux at a technical level (Support, Development, Implementation).
• Leadership experience and team management capability.
• Strong customer focus with proven calm under pressure.
• Fluent in English; other languages are a plus.
• Excellent verbal and written communication skills.
• Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization.
• Proven track record contributing to Open Source projects.
• Software development experience.
• Experience working in support organizations.
• Hands-on experience with the company's products.

Responsibilities

• Manage a professional support team, including skills development and performance management.
• Oversee operations: shift scheduling and KPI accountability.
• Ensure all customer cases are responded to within the SLA and professionally.
• Serve as customer escalation contact and address escalations appropriately.
• Own accountability for customer satisfaction.
• Contribute to the support knowledge base.
• Continuously improve 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

CLI Linux experience

Leadership experience

Customer focus

Bilingual English

Communication skills

OpenStack experience

Public Cloud knowledge

Virtualization

Open Source contribution

Software development

Support organization experience

Hands-on with products

Tools

OpenStack

Public Cloud

Linux Desktop

Job description

Canonical is seeking a global Support Manager to lead professional support teams for Ubuntu Server, Desktop, and cloud platforms. You will manage a skilled team, drive performance, schedule shifts, and ensure cases meet SLA while maintaining high customer satisfaction.

You will collaborate with leadership to drive growth, contribute to the knowledge base, and champion continuous improvement. The role suits someone with Linux experience, OpenStack/Public Cloud visibility, and a proven track