Support Engineering Manager

Canonical; Portland (ME); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Support Engineering Manager to lead world-class support teams. This role involves managing a professional support team, ensuring customer satisfaction, and contributing to the knowledge base. The ideal candidate will have extensive Linux CLI experience, leadership skills, and a strong customer focus. With a commitment to innovation and inclusivity, this company offers a distributed work environment and a range of benefits, including a learning budget and performance bonuses. If you are passionate about team development and technical excellence, this is an exciting opportunity to make a significant impact.

Benefits

Annual learning and development budget

Performance bonuses

Comprehensive benefits

Travel opportunities

Parental leave

Employee Assistance Programme

Qualifications

• Experience managing support teams and developing team skills.
• Fluency in English and another language with excellent communication skills.

Responsibilities

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

Skills

Linux CLI

Leadership

Customer Focus

Communication Skills

Open Source Contribution

Software Development

Education

Bachelor's Degree in Computer Science or related field

Tools

OpenStack

Public Cloud

Virtualization

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 of global distributed collaboration, with 1200+ colleagues in 75+ countries and minimal office-based roles. Teams meet a few 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, Ubuntu Desktop, and the public cloud. They embody customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated with the latest technology and troubleshooting efficiently. We seek managers for both our Cloud Support Group and Devices Support Group.

The role requires comfort in a fast-paced environment, responsibility for delivering quality support, 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 KPI accountability
3. Responding to customer cases within SLA and professionally
4. Acting as the escalation contact for customers
5. Ensuring customer satisfaction
6. Contributing to the support knowledge base
7. 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:

1. Extensive CLI experience with Linux at a technical level
2. Leadership and team management experience
3. Ability to work under pressure with a strong customer focus
4. Fluency in two languages, English being primary
5. Excellent communication skills
6. Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization
7. Open Source contribution experience
8. Software development background
9. Support organization experience
10. Hands-on experience with Canonical's 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 including leave, parental leave, Employee Assistance Programme, and travel opportunities

About Canonical:

Canonical is at the forefront of open source innovation, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally and uphold high standards for excellence. Working remotely since 2004, we promote a forward-looking, innovative, and inclusive work environment.

Equal Opportunity Employer:

We value diversity and are committed to providing a workplace free from discrimination. All qualified applicants will receive fair consideration regardless of background or identity.