Support Engineering Manager

Canonical; Kansas City (KS); Remote; USD 80,000 - 120,000; Full time

Job summary

Join a pioneering open source tech firm as a Support Engineering Manager, where you will lead a professional support team dedicated to ensuring customer satisfaction and technical excellence. This role offers the chance to thrive in a fast-paced environment, manage team development, and contribute to innovative solutions in cloud and virtualization technologies. With a focus on collaboration and continuous improvement, you will play a vital role in shaping the future of support services. Enjoy a distributed work culture with opportunities for travel and personal growth, all while making a meaningful impact in the open source community.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review

Performance bonuses

Recognition rewards

Holiday leave

Parental leave

Employee Assistance Programme

Opportunities for travel

Company events

Distributed work environment

Qualifications

• Extensive CLI experience with Linux and leadership experience required.
• Fluency in English and another language preferred.
• Excellent communication and customer service skills essential.

Responsibilities

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

Skills

CLI experience with Linux

Leadership and team management

Customer focus under pressure

Fluency in two languages

Excellent communication skills

Knowledge of Linux Desktop

Knowledge of OpenStack

Knowledge of Public Cloud

Knowledge of Virtualization technologies

Contributions to Open Source projects

Software development experience

Experience in support organizations

Hands-on experience with Canonical products

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 leading public cloud and silicon providers, along with industry leaders across sectors. We are a pioneer of global distributed collaboration, with over 1200 colleagues in 75+ countries and minimal office-based roles. Teams meet 2-4 times annually in interesting locations worldwide to align on strategy and execution.

The company is founder-led, profitable, and growing.

Our regional Support Managers oversee support teams that solve deep technical problems for customers using Ubuntu Server, Desktop, and public cloud. They focus on customer satisfaction and technical excellence, ensuring the team stays current with technology and performs quick troubleshooting. We seek managers for both our Cloud Support Group and Devices Support Group.

This role requires comfort in a fast-paced environment, responsibility for customer delivery, and a passion for team development.

Responsibilities include:

1. Managing a professional support team, including skills development and performance management
2. Operational control, shift scheduling, and accountability for KPIs
3. Responding to customer cases within SLAs and professionally
4. Acting as the escalation contact for customers
5. Ensuring customer satisfaction
6. Contributing to the support knowledge base
7. Continuously improving team processes and support delivery
8. Hiring, developing, and training support staff
9. Collaborating with leadership on growth and transformation initiatives

Ideal candidate profile:

• Extensive CLI experience with Linux (Support, Development, Implementation)
• Leadership and team management experience
• Ability to perform under pressure with high customer focus
• Fluency in two languages, English preferred
• Excellent verbal and written communication skills
• Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
• Contributions to Open Source projects
• Software development experience
• Experience in support organizations
• Hands-on experience with Canonical products

What we offer:

• Distributed work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Annual compensation review and performance bonuses
• Additional benefits aligned with our values
• Recognition rewards, holiday leave, and parental leave
• Employee Assistance Programme
• Opportunities for travel and company events

About Canonical:

Canonical is a pioneering open source tech firm, publisher of Ubuntu, and leader in AI, IoT, and cloud platforms. We hire globally, uphold high standards, and foster a remote-first culture since 2004. Working here challenges you to think differently and develop new skills.

Equal Opportunity Employer:

We promote diversity and provide fair consideration regardless of background or identity.

Job Details:

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Engineering and IT
• Industry: Software Development