Support Engineering Manager

Canonical; Detroit (MI); Remote; USD 80,000 - 120,000; Full time

Job summary

A pioneering tech firm is seeking a Support Engineering Manager to lead a world-class support team. In this dynamic role, you will manage and develop a professional team, ensuring customer satisfaction while addressing technical challenges with Ubuntu. The company offers a distributed work environment with opportunities for personal growth and innovation. Join a forward-thinking organization that values diversity and fosters a supportive atmosphere, where your contributions will significantly impact the future of open source technology.

Benefits

Annual learning and development budget

Performance bonuses

Annual compensation review

Recognition rewards

Annual leave

Maternity and paternity leave

Employee Assistance Programme

Travel opportunities

Priority Pass for travel upgrades

Biannual in-person team sprints

Qualifications

• Extensive CLI experience with Linux and leadership skills.
• Ability to manage a support team and ensure customer satisfaction.
• Fluency in English and another language is required.

Responsibilities

• Manage a professional support team and ensure operational control.
• Respond to customer cases and act as the escalation contact.
• Continuously improve team processes and support service delivery.

Skills

CLI experience with Linux

Leadership and team management

Customer focus

Fluency in multiple languages

Excellent communication skills

Knowledge of Linux Desktop

Knowledge of OpenStack

Knowledge of Public Cloud

Knowledge of Virtualization technologies

Software development 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, as well as industry leaders across sectors. The company is pioneer in global distributed collaboration, with 1200+ colleagues in 75+ countries and few office-based roles. Teams meet 2-4 times yearly in interesting locations worldwide 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, Desktop, and public cloud. They demonstrate customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated with our technology and performing sound troubleshooting. We seek managers for both our Cloud Support Group and Devices Support Group.

In this role, you should be comfortable in a fast-paced environment, responsible for delivering excellent customer service, and committed to your team’s skills and career development.

The role entails

1. Managing a professional support team, including skills development and performance management
2. Operational control, shift scheduling, and accountability for KPIs
3. Responding to all customer cases within SLA and professionally
4. Acting as the customer escalation contact and addressing escalations appropriately
5. Ensuring customer satisfaction
6. Contributing to the support knowledge base
7. Continuously improving team processes and support service 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. Ability to work under pressure with high customer focus
4. Fluency in at least two languages, with English as 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 products

What we offer colleagues

We consider location, experience, and performance in shaping compensation worldwide, revisited annually or more often for certain roles. Benefits include performance bonuses, additional benefits reflecting our values, and programs to meet local needs globally:

• Distributed work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Annual compensation review
• Recognition rewards
• Annual leave, maternity and paternity leave
• Employee Assistance Programme
• Travel opportunities to meet colleagues
• Priority Pass and travel upgrades for long-haul company events

About Canonical

Canonical is a pioneering tech firm leading the global shift to open source. As the publisher of Ubuntu, a key open source platform for AI, IoT, and cloud, we aim to change the software world. We recruit globally and uphold high standards for new hires. Working here is future-oriented, encouraging innovative thinking, skill development, and personal growth. Most colleagues work remotely since 2004.

Canonical is an equal opportunity employer

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