Support Engineering Manager

Há 3 dias

São Paulo, São Paulo, Brasil Canonical Tempo inteiro
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 managementOperational control, shift scheduling, and accountability for KPIsEnsuring all customer cases are responded to within SLAs and professionallyActing as the escalation contact for customers and addressing escalations appropriatelyEnsuring customer satisfactionContributing to the support knowledge baseContinuously improving team processes and support deliveryHiring, developing, and training support staff to meet business needsCollaborating with leadership on growth and transformation initiativesWhat we are looking for in you:
Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)Leadership and team management experienceAbility to perform under pressure with a strong customer focusFluency in English and preferably another languageExcellent verbal and written communication skillsKnowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologiesProven contributions to Open Source projectsSoftware development experienceExperience working in support organizationsHands-on experience with Canonical productsWhat we offer colleagues:
Distributed work environment with biannual in-person team sprintsUSD 2,000 annual learning and development budgetAnnual compensation review and performance bonusesAdditional benefits reflecting our values and local needsRecognition rewards, holiday leave, maternity/paternity leaveEmployee Assistance ProgrammeTravel opportunities to meet colleaguesTravel upgrades for company eventsAbout 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 levelMid-Senior levelEmployment typeFull-timeJob functionEngineering and Information TechnologyIndustriesSoftware Development#J-18808-Ljbffr

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