Support Engineering Manager

Canonical; Seattle (WA); Remote; USD 90,000 - 150,000; Full time

Job summary

Join a pioneering company in open source technology as a Support Engineering Manager. This role offers the opportunity to lead a dedicated support team, ensuring exceptional customer satisfaction while managing technical issues related to Ubuntu and other platforms. You'll play a crucial role in team development, operational control, and process improvement, all while fostering a collaborative and innovative work environment. With a focus on high performance and continuous learning, this is a chance to make a significant impact in a globally distributed team. Embrace the challenge and lead the way in delivering outstanding support solutions.

Benefits

Annual learning and development budget

Comprehensive benefits

Recognition rewards

Maternity/paternity leave

Employee Assistance Programme

Travel opportunities

Travel perks for company events

Qualifications

• Extensive CLI experience with Linux at a technical level.
• Proven leadership and team management experience.

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

Support Experience

Fluency in English

Tools

Ubuntu

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, and industry leaders across sectors. We are a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and few office-based roles. Teams meet 2-4 times yearly 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 worldwide on Ubuntu Server, Desktop, and public cloud. Key attributes include customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated with our technology and performing quick troubleshooting. We seek managers for both our Cloud Support Group and Devices Support Group.

The role entails:

1. Managing a professional support team, including skills development and performance management
2. Operational control, shift scheduling, and KPI accountability
3. Responding to all 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 to meet business needs
9. Collaborating with leadership on growth and transformation initiatives

What we look for in you:

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

What we offer colleagues:

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

About Canonical:

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, set high standards, and expect excellence. Since 2004, most colleagues work from home, fostering innovative thinking, continuous learning, and high performance.

Canonical is an equal opportunity employer, committed to diversity and fairness in hiring.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Engineering and Information Technology

Industries

• Software Development