Support Engineering Manager

Canonical; San Jose (CA); Remote; USD 90,000 - 140,000; Full time

Job summary

An innovative company is seeking a Support Engineering Manager to lead a talented team in providing exceptional support for open source technologies. This role involves managing team performance, ensuring customer satisfaction, and driving continuous improvement in support delivery. Ideal candidates will have extensive Linux experience, strong leadership skills, and a passion for open source. Join a thriving organization that values diversity and supports remote work, offering opportunities for professional growth and a collaborative environment.

Benefits

Annual learning and development budget

Performance bonuses

Holiday leave

Parental leave

Employee Assistance Programme

Travel opportunities

Qualifications

• Extensive CLI experience with Linux at a technical level.
• Leadership and team management experience in support organizations.

Responsibilities

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

Skills

Linux CLI

Leadership

Customer Focus

Communication Skills

Open Source Contributions

Software Development

Support Experience

Tools

OpenStack

Cloud Technologies

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. The company is founder-led, profitable, and growing, with a global team of over 1200 colleagues in 75+ countries, operating mostly remotely.

Our regional Support Managers oversee world-class support teams, solving complex technical problems for customers using Ubuntu Server, Desktop, and public cloud. They emphasize customer focus and technical excellence, ensuring high satisfaction and up-to-date technical skills within their teams. 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 accountability for KPIs.
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. Continuously improving team processes and support delivery.
8. Hiring, developing, and training support staff.
9. Collaborating with leadership on growth and transformation initiatives.

Ideal candidates will have:

• Extensive CLI experience with Linux at a technical level.
• Leadership and team management experience.
• Ability to perform under pressure with a strong customer focus.
• Fluency in English and preferably another language.
• Excellent verbal and written communication skills.
• Knowledge of Linux Desktop, OpenStack, Cloud, or Virtualization technologies.
• Contributions to Open Source projects.
• Software development experience.
• Experience in support organizations.
• Hands-on experience with Canonical products.

We offer:

• A distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation reviews and performance bonuses.
• Additional benefits reflecting our values, including holiday leave, parental leave, Employee Assistance Programme, travel opportunities, and more.

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 support remote work, fostering a diverse and innovative workplace.

We are an equal opportunity employer committed to diversity and inclusion.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• Software Development