Support Engineering Manager

Canonical; Phoenix (AZ); Remote; USD 90,000 - 150,000; Full time

Job summary

An established industry player is seeking a Support Engineering Manager to lead a dynamic support team. This role emphasizes customer satisfaction and technical excellence, requiring a strong background in Linux and leadership skills. You will manage operations, develop staff, and contribute to a knowledge base while collaborating on growth initiatives. With a commitment to open source and a distributed work culture, this position offers opportunities for professional growth and a supportive environment. Join a forward-thinking company that values diversity and innovation.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review

Recognition rewards

Holiday leave

Maternity/Paternity leave

Employee Assistance Programme

Opportunities to travel and meet colleagues

Travel upgrades for company events

Qualifications

• Extensive experience with Linux CLI and support roles.
• Strong leadership skills and ability to manage a team effectively.

Responsibilities

• Manage a professional support team and improve processes.
• Respond to customer cases and ensure satisfaction.

Skills

Linux CLI Experience

Leadership and Team Management

Customer Focus

Fluency in English and another language

Excellent Communication Skills

Knowledge of OpenStack

Contributions to Open Source

Software Development Experience

Support Organization Experience

Hands-on Experience with Canonical's 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 top public cloud and silicon providers, and industry leaders across various sectors. We have a global, distributed team of over 1200 colleagues in more than 75 countries, with few office-based roles. Teams meet 2-4 times a year 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 deep technical issues for customers using Ubuntu Server, Desktop, and public cloud. They focus on customer satisfaction and technical excellence, ensuring teams stay updated and troubleshoot efficiently. We are hiring managers for both our Cloud Support Group and Devices Support Group.

The role involves:

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

Ideal candidates will have:

1. Extensive CLI experience with Linux (Support, Development, Implementation)
2. Leadership and team management experience
3. Ability to perform under pressure with high customer focus
4. Fluency in two languages, with English as primary
5. Excellent communication skills
6. Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization
7. Contributions to Open Source projects
8. Software development experience
9. Experience working in support organizations
10. Hands-on experience with Canonical's products

We offer:

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

About Canonical:

Canonical is a pioneer in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud computing. We hire globally, expect excellence, and promote a remote work culture since 2004. Joining us means working in a forward-thinking environment that challenges you to learn and grow.

We are an equal opportunity employer, valuing diversity and inclusion.