Support Engineering Manager
Há 3 dias
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 1200+ colleagues in 75+ countries. Teams meet in person a few times a year in various locations worldwide.
Our regional Support Managers lead world-class support teams—solving complex technical problems for customers using Ubuntu Server, Desktop, and the public cloud. Key attributes include customer focus and technical excellence. We are hiring managers for both our Cloud Support Group and Devices Support Group.
The role involves:
- Managing a professional support team, including skills development and performance management.
- Operational control, shift scheduling, and KPI accountability.
- Ensuring customer cases are responded to within SLA and professionally.
- Acting as the escalation contact for customers.
- Maintaining customer satisfaction.
- Contributing to the knowledge base.
- Improving team processes and support delivery.
- Hiring, developing, and training support staff.
- Collaborating with leadership on growth and transformation initiatives.
Qualifications include:
- Extensive CLI experience with Linux (Support, Development, Implementation).
- Leadership and team management experience.
- Ability to work under pressure with a strong customer focus.
- Fluency in English; proficiency in another language is a plus.
- Excellent communication skills.
- Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization.
- Contributions to Open Source projects.
- Software development experience.
- Experience in support organizations.
- Hands-on experience with Canonical's products.
We offer:
- A distributed work environment with biannual in-person team sprints.
- A USD 2,000 annual learning and development budget.
- Annual compensation reviews and performance bonuses.
- Additional benefits aligned with our values, including holiday leave, parental leave, Employee Assistance Programme, travel opportunities, and more.
About Canonical:
We are pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud computing. We hire globally, uphold high standards, and foster a remote-friendly culture since 2004. Working here challenges you to think differently and grow your skills.
Canonical is an equal opportunity employer committed to diversity and inclusion. We consider all applications fairly, regardless of background or identity.
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