Support Engineering Manager

Canonical; Washington (District of Columbia); Remote; USD 90,000 - 140,000; Full time

Job summary

An established industry player is seeking a Support Engineering Manager to lead a dynamic support team focused on delivering exceptional service for their innovative open-source platform. In this role, you'll manage team performance, ensure customer satisfaction, and drive growth initiatives. With a commitment to professional development and a distributed work environment, this position offers a unique opportunity to make a significant impact while collaborating with a global team. If you're passionate about technology and customer support, this role is perfect for you.

Benefits

Biannual in-person team sprints

USD 2,000 annual learning budget

Annual compensation reviews

Recognition rewards

Holiday leave

Parental leave

Employee Assistance Program

Opportunities to travel

Travel upgrades for company events

Qualifications

• Extensive experience with Linux CLI and support.
• Proven leadership in managing support teams.
• Strong communication and customer service skills.

Responsibilities

• Manage a support team and ensure performance management.
• Ensure timely response to customer cases and maintain satisfaction.
• Contribute to the support knowledge base and improve processes.

Skills

CLI experience with Linux

Leadership and team management

Customer focus

Fluency in English

Excellent communication skills

Knowledge of Linux Desktop

OpenStack knowledge

Cloud technologies

Virtualization technologies

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 across more than 75 countries.

Our regional Support Managers lead world-class Support teams—solving technical problems for customers using Ubuntu Server, Desktop, and cloud solutions. Key attributes include customer focus and technical excellence. We are hiring managers for our Cloud Support Group and Devices Support Group.

The role involves:

1. Managing a support team, including skills development and performance management
2. Operational control, shift scheduling, and KPI accountability
3. Ensuring timely response to customer cases within SLAs
4. Acting as the escalation contact for customers
5. Maintaining customer satisfaction
6. Contributing to the support knowledge base
7. Improving team processes and support delivery
8. Hiring, developing, and training support staff
9. Driving growth and transformation initiatives with leadership

Ideal candidates will have:

• Extensive CLI experience with Linux (Support, Development, Implementation)
• Leadership and team management experience
• Ability to perform under pressure with a high 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 working in support organizations
• Hands-on experience with Canonical's products

We offer:

• Distributed work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Annual compensation reviews
• Recognition rewards, holiday leave, parental leave
• Employee Assistance Program
• Opportunities to travel and meet colleagues
• Travel upgrades for company events

About Canonical:

Canonical pioneers in open source, publishing Ubuntu—the platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and support remote work since 2004. Working here challenges you to think differently and grow professionally.

Canonical is an equal opportunity employer, committed to diversity and inclusion.