Support Engineering Manager
3 semanas atrás
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 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 global distributed team of over 1200 colleagues in more than 75 countries, with few office-based roles. Teams meet a few times a year in various global locations to align on strategy and execution.
The regional Support Managers lead world-class Support teams—resolving complex technical issues for customers worldwide on Ubuntu Server, Desktop, and public cloud. They embody customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated with the latest technology and troubleshooting efficiently. We seek managers for both our Cloud Support Group and Devices Support Group.
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 SLAs and professionally
- Acting as the escalation contact for customers 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 staff to meet business needs
- Collaborating with leadership on growth and transformation initiatives
What we are looking for in you:
- Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
- 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, Public Cloud, or Virtualization technologies
- Proven contributions to Open Source projects
- Software development experience
- Experience working in support organizations
- Hands-on experience with Canonical 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 bonuses
- Additional benefits reflecting our values and local needs
- Recognition rewards, holiday leave, maternity/paternity leave
- Employee Assistance Programme
- Travel opportunities to 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 foster a remote work culture since 2004. Working here challenges you to think differently, learn new skills, and excel.
Canonical is an equal opportunity employer:
We value diversity and are committed to fair consideration regardless of background or identity.
Seniority level- Mid-Senior level
- Full-time
- Engineering and Information Technology
- Software Development
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