Support Engineering Manager

Canonical; Oklahoma City (OK); Remote; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a Support Engineering Manager to lead a talented team in delivering exceptional support for Ubuntu and related technologies. This role demands a strong technical background in Linux and open source, coupled with excellent leadership skills to foster team development. You will be responsible for managing customer cases, ensuring satisfaction, and contributing to the knowledge base. With a distributed work environment and opportunities for growth, this position offers a chance to make a significant impact in a fast-paced, innovative setting.

Benefits

Annual Learning and Development Budget

Performance Bonuses

Comprehensive Benefits

Recognition Rewards

Parental Leave

Employee Assistance Program

Opportunities for Travel

Qualifications

• Extensive CLI experience with Linux and proven open source contribution.
• Strong leadership skills with a focus on team development and performance.

Responsibilities

• Manage a professional support team and ensure customer satisfaction.
• Continuously improve team processes and contribute to the support knowledge base.

Skills

Linux CLI Experience

Leadership and Team Management

Customer Focus

Excellent Communication Skills

Knowledge of OpenStack

Software Development Background

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 leading public cloud and silicon providers, and industry leaders across sectors. The company is founder-led, profitable, and growing, with a global distributed team of over 1200 colleagues in 75+ countries, with few office-based roles. Teams meet periodically in interesting locations worldwide to align on strategy and execution.

Our regional Support Managers lead world-class support teams—addressing deep technical problems for customers globally on Ubuntu Server, Desktop, and public cloud. Key attributes include customer focus—ensuring customer satisfaction—and technical excellence—keeping support teams updated with the latest technology and troubleshooting efficiently. We seek managers for our Cloud Support Group and Devices Support Group.

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

Responsibilities include:

• Managing a professional support team, including skills development and performance management
• Operational control, shift scheduling, and KPI accountability
• Ensuring all customer cases are responded to within SLA and professionally
• Acting as the escalation contact for customers
• Ensuring customer satisfaction
• Contributing to the support knowledge base
• Continuously improving team processes and support services
• Hiring, developing, and training support staff to meet business needs
• Collaborating with leadership on growth and transformation initiatives

Ideal candidate qualities:

• 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 preferred, English as primary
• Excellent communication skills
• Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
• Proven open source contribution experience
• Software development background
• Support organization experience
• 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
• Comprehensive benefits reflecting our values
• Recognition rewards, holiday leave, parental leave, Employee Assistance Program
• Opportunities for travel and professional growth

About Canonical:

Canonical pioneers in open source, publishing Ubuntu—the platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and foster a remote-first culture since 2004. Working here challenges you to think differently, learn new skills, and excel.

We are an equal opportunity employer committed to diversity and inclusion, ensuring fair consideration for all applicants regardless of background or identity.

Job Details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Engineering and IT
• Industry: Software Development