Support Engineering Manager
Canonical is seeking a Support Engineering Manager to lead a professional support team responsible for resolving complex technical issues for customers worldwide on Ubuntu Server, Ubuntu Desktop, and public cloud platforms. This role emphasizes customer satisfaction and technical excellence, ensuring the support team remains current with Canonical's technologies and delivers prompt, effective troubleshooting.
Key responsibilities include managing a professional support team, overseeing skills development and performance management, maintaining operational control and shift scheduling, and ensuring all customer cases are addressed within service level agreements (SLAs) in a professional manner. The manager will act as the primary escalation contact for customers, contribute to the support knowledge base, and drive continuous improvements in team processes and service delivery. Additionally, the role involves hiring, developing, and training support staff to align with business requirements and collaborating with leadership to implement growth and transformation initiatives.
The ideal candidate will have extensive command-line interface (CLI) experience with Linux at a technical level, encompassing support, development, or implementation. Leadership experience, preferably in team management, is essential, along with confidence under pressure and a proven track record of high customer focus. Proficiency in English is required, with fluency in a second language being advantageous. Excellent verbal and written communication skills are necessary. Experience or knowledge in Linux Desktop, OpenStack, public cloud, or virtualization technologies is desirable, as is a history of contributing to open-source projects. Software development experience and prior work in support organizations are also beneficial.
Canonical offers a distributed work environment with twice-yearly in-person team sprints, a personal learning and development budget of USD 2,000 per year, annual compensation reviews, recognition rewards, annual holiday leave, maternity and paternity leave, and an Employee Assistance Programme. There are opportunities to travel to new locations to meet colleagues, along with Priority Pass and travel upgrades for long-haul company events.
Joining Canonical means becoming part of a pioneering tech firm at the forefront of the global move to open source. As the publisher of Ubuntu, one of the most significant open-source projects and a platform for AI, IoT, and the cloud, Canonical is changing the world of software. The company recruits globally, setting high standards for its team members, and offers a remote-first work environment that challenges employees to think differently, work smarter, learn new skills, and elevate their professional capabilities.