Support Engineering Manager

Canonical; Omaha (NE); Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative tech firm is seeking a Support Engineering Manager to lead a world-class support team. This role involves managing customer interactions, ensuring satisfaction, and driving team performance in a fast-paced environment. Ideal candidates will have extensive Linux experience, strong leadership skills, and a passion for open source technology. The company offers a competitive compensation package, a distributed work environment, and opportunities for professional growth. Join a diverse team that values excellence and innovation in the ever-evolving tech landscape.

Benefits

Annual learning and development budget

Recognition rewards

Maternity and paternity leave

Employee Assistance Programme

Travel opportunities

Travel upgrades for company events

Qualifications

• Extensive CLI experience with Linux at a technical level.
• Proven contributions to Open Source projects.
• Experience working in support organizations.

Responsibilities

• Managing a professional support team and ensuring customer satisfaction.
• Contributing to the support knowledge base and improving team processes.
• Hiring and developing support staff to meet business needs.

Skills

CLI experience with Linux

Leadership and team management

Customer focus

Fluency in English and another language

Excellent communication skills

Knowledge of Linux Desktop

Knowledge of OpenStack

Knowledge of Public Cloud

Software development experience

Experience in support organizations

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. We are a pioneer in global distributed collaboration, with 1200+ colleagues in 75+ countries and few office-based roles. Teams meet periodically 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—resolving complex technical issues for customers worldwide on Ubuntu Server, Ubuntu Desktop, and the public cloud. They exemplify customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated with our technology and performing efficient troubleshooting. We seek managers for both our Cloud Support Group and Devices Support Group.

You should be comfortable in a fast-paced environment, capable of delivering excellent customer service, and passionate about your team’s skills and career growth.

The role entails

• Managing a professional support team, including skills development and performance management
• Operational control, shift scheduling, and accountability for KPIs
• Ensuring all customer cases are responded to within SLA and professionally
• Acting as the escalation contact for customers and addressing escalations appropriately
• Maintaining accountability for 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 to drive growth and transformation initiatives

What are we looking for in you

• Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
• Leadership and team management experience
• Ability to perform under pressure with a strong customer focus
• Fluency in two languages, with English as primary
• Excellent verbal and written communication skills
• Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
• Proven contributions to Open Source projects
• Software development experience
• Experience working in support organizations
• Hands-on experience with Canonical's products

What we offer colleagues

We offer competitive compensation, annual reviews, and benefits aligned with our values and local needs, including:

• Distributed work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Recognition rewards and annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Travel opportunities to meet colleagues
• Travel upgrades for company events

About Canonical

Canonical is a pioneering open source tech firm, the publisher of Ubuntu, and a leader in AI, IoT, and cloud platforms. We recruit globally and uphold high standards of excellence. Most colleagues work remotely, embracing the future of work, challenging you to think differently, learn new skills, and excel.

Canonical is an equal opportunity employer

We promote a discrimination-free workplace. Diversity in experience, perspectives, and backgrounds enriches our environment and products. All applications will be fairly considered regardless of your identity.