Support Engineering Manager

Canonical; Tulsa (OK); Remote; USD 80,000 - 120,000; Full time

Job summary

An innovative firm is seeking a Support Engineering Manager to lead a dynamic team focused on delivering exceptional customer service. This role involves managing support teams, ensuring customer satisfaction, and contributing to a robust knowledge base. The ideal candidate will possess extensive Linux experience, strong leadership skills, and a passion for team development. Enjoy a competitive compensation package and the opportunity to collaborate with talented colleagues worldwide. Join a forward-thinking company that values diversity and fosters an inclusive work environment where you can grow and thrive.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review

Recognition rewards

Annual leave

Maternity/paternity leave

Employee Assistance Programme

Travel opportunities to meet colleagues

Priority Pass for company events

Travel upgrades for company events

Distributed work environment

Qualifications

• Extensive CLI experience with Linux at a technical level.
• Leadership experience in managing support teams.
• Fluency in two languages, with strong communication skills.

Responsibilities

• Manage a professional support team and ensure customer satisfaction.
• Contribute to the support knowledge base and improve team processes.
• Act as the customer escalation contact and manage escalations.

Skills

CLI experience with Linux

Leadership and team management

Customer focus

Fluency in English and another language

Excellent communication skills

Knowledge of Linux Desktop

Experience with OpenStack

Software development experience

Experience in support organizations

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 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—solving deep technical problems for customers on Ubuntu Server, Ubuntu Desktop, and public cloud. They demonstrate 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.

You should be comfortable in a fast-paced environment, responsible for delivering excellent customer service, and passionate about team development.

The role entails

• Managing a professional support team, including skills development and performance management
• Operational control, shift scheduling, and accountability for KPIs
• Ensuring all customer cases are responded to within SLA and professionally
• Acting as the customer escalation contact and addressing escalations appropriately
• Ensuring customer satisfaction
• Contributing to the support knowledge base
• Continuously improving team processes and support delivery
• Hiring, developing, and training support team members
• Collaborating with leadership on growth and transformation initiatives

What are we looking for in you

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

What we offer colleagues

We offer competitive worldwide compensation, reviewed annually, with additional benefits reflecting our values. Benefits include:

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

About Canonical

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, set high standards, and promote excellence. Most colleagues work from home, and working here will challenge and grow you.

Canonical is an equal opportunity employer

We value diversity and provide fair consideration to all applicants, fostering an inclusive workplace free from discrimination.