Support Engineering Manager

Canonical; City of Syracuse (NY); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player seeks a Support Engineering Manager to lead a world-class team in resolving complex technical issues for customers using Ubuntu. This role emphasizes customer satisfaction and technical excellence, requiring strong leadership and CLI experience with Linux. The company fosters a remote-friendly culture, offering a distributed work environment with opportunities for professional growth. Join a forward-thinking team that values innovation and collaboration in the open-source space, where your contributions will make a significant impact on customers and the organization alike.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review

Comprehensive benefits

Parental leave

Employee Assistance Program

Travel opportunities

Qualifications

• Extensive CLI experience with Linux at a technical level.
• Leadership and team management experience is essential.
• Fluency in English and preferably another language.

Responsibilities

• Manage a professional support team and ensure customer satisfaction.
• Respond to customer cases within SLA while maintaining professionalism.
• Continuously improve team processes and support delivery.

Skills

CLI experience with Linux

Leadership and team management

Customer focus

Communication skills

Knowledge of Linux Desktop

OpenStack knowledge

Public Cloud technologies

Virtualization technologies

Software development experience

Support organization experience

Job description

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include top public cloud and silicon providers, along with industry leaders across sectors. We are a founder-led, profitable, and growing company with a global distributed team of over 1200 colleagues in more than 75 countries, with few office-based roles. Teams meet a few times a year in various international locations to align on strategy and execution.

The company is seeking regional Support Managers to lead world-class support teams that resolve complex technical issues for customers using Ubuntu Server, Ubuntu Desktop, and public cloud services. Key attributes include customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated on technology and troubleshooting efficiently.

The role entails

• Managing a professional support team, including skills development and performance management
• Operational control, shift scheduling, and accountability for KPIs
• Responding to customer cases within SLA, maintaining professionalism
• Acting as the escalation contact for customers and managing escalations appropriately
• Ensuring customer satisfaction
• Contributing to the support knowledge base
• Continuously improving team processes and support delivery
• Hiring, developing, and training support staff to meet business needs
• Collaborating with leadership on growth and transformation initiatives

What are we looking for in you

• Extensive CLI experience with Linux at a technical level
• Leadership and team management experience
• Ability to perform under pressure with a high customer focus
• Fluency in English and preferably another language
• Excellent communication skills
• Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
• Contributions to Open Source projects
• Software development experience
• Support organization experience
• Hands-on experience with Canonical's products

What we offer colleagues

• Distributed work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Annual compensation review and performance rewards
• Comprehensive benefits including leave, parental leave, Employee Assistance Program, and travel opportunities

About Canonical

Canonical pioneers open source innovation, publishing Ubuntu—the platform for AI, IoT, and cloud. We hire globally, uphold high standards, and foster a remote-friendly culture since 2004. Join us to challenge yourself, learn, and grow in a forward-looking environment.

Canonical is an equal opportunity employer

We value diversity and are committed to creating an inclusive workplace. All applications will be considered fairly regardless of background or identity.