Support Engineering Manager

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

Job summary

An established industry player seeks a Support Engineering Manager to lead a skilled team in providing exceptional support for Ubuntu products. This role emphasizes customer satisfaction and technical excellence, making a significant impact in the open source software arena. With a commitment to innovation and a flexible work culture, the company offers a unique opportunity to contribute to cutting-edge technology solutions while fostering team development and operational excellence. If you thrive in a dynamic environment and are passionate about open source, this position is perfect for you.

Benefits

Personal learning and development budget of USD 2,000 annually

Annual compensation reviews

Performance-based bonuses

Biannual in-person team sprints

Flexible work environment

Qualifications

• Extensive experience with Linux command line interface (CLI) for support and development.
• Strong leadership skills with a focus on team management and performance.

Responsibilities

• Manage a professional support team and ensure high-quality customer support.
• Respond to customer cases within SLA and act as an escalation contact.

Skills

CLI experience with Linux

Leadership and team management

Customer focus

Fluency in English

Communication skills

Knowledge of Linux Desktop

Knowledge of OpenStack

Knowledge of Public Cloud

Knowledge of Virtualization

Software development experience

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. The company is founder-led, profitable, and growing, with a distributed team of over 1200 colleagues in more than 75 countries.

Our regional Support Managers lead world-class teams, solving complex technical problems for customers worldwide on Ubuntu Server, Desktop, and public cloud platforms. They embody customer focus and technical excellence, ensuring high-quality support and quick troubleshooting. We seek managers for 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 KPI accountability
3. Responding to all customer cases within SLA in a professional manner
4. Acting as the escalation contact and addressing escalations appropriately
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 candidates will have:

• Extensive CLI experience with Linux (Support, Development, Implementation)
• Leadership and team management experience
• Ability to perform under pressure with high customer focus
• Fluency in English and preferably another language
• Excellent verbal and written communication skills
• Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization
• Contributions to Open Source projects
• Software development experience
• Experience working in support organizations
• Hands-on experience with Canonical's products

We offer:

• A distributed work environment with biannual in-person team sprints
• A personal learning and development budget of USD 2,000 annually
• Annual compensation reviews and performance-based bonuses
• Additional benefits reflecting our values and local needs

About Canonical:

Canonical pioneers open source software, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and promote excellence. Most colleagues work remotely, fostering a flexible, innovative work culture.

Canonical is an equal opportunity employer, committed to diversity and inclusion, ensuring fair consideration regardless of background or identity.