Canonical
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Support Engineering Manager
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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. We are a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and few office-based roles. Teams meet 2-4 times yearly in interesting locations worldwide to align on strategy and execution. The company is founder-led, profitable, and growing. Our regional Support Managers lead world-class Support teams—resolving deep technical issues for customers worldwide on Ubuntu Server, Desktop, and public cloud. Key attributes include customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated with our technology and performing quick troubleshooting. 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 KPI accountability Responding to all customer cases within SLA and professionally Acting as the escalation contact for customers 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 look for in you: Extensive CLI experience with Linux at a technical level Leadership and team management experience Ability to perform under pressure with high customer focus Fluency in two languages, English being primary Excellent verbal and written communication skills Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization Proven contribution to Open Source projects Software development experience Experience working in support organizations Hands-on experience with Canonical's 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 rewards Comprehensive benefits reflecting our values Recognition rewards, annual leave, maternity/paternity leave Employee Assistance Programme Opportunities to travel and meet colleagues Travel perks for company events About Canonical: Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, set high standards, and expect excellence. Since 2004, most colleagues work from home, fostering innovative thinking, continuous learning, and high performance. Canonical is an equal opportunity employer, committed to diversity and fairness in hiring. Seniority level
Mid-Senior level Employment type
Full-time Job function
Engineering and Information Technology Industries
Software Development
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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. We are a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and few office-based roles. Teams meet 2-4 times yearly in interesting locations worldwide to align on strategy and execution. The company is founder-led, profitable, and growing. Our regional Support Managers lead world-class Support teams—resolving deep technical issues for customers worldwide on Ubuntu Server, Desktop, and public cloud. Key attributes include customer focus—ensuring customer satisfaction—and technical excellence—keeping the support team updated with our technology and performing quick troubleshooting. 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 KPI accountability Responding to all customer cases within SLA and professionally Acting as the escalation contact for customers 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 look for in you: Extensive CLI experience with Linux at a technical level Leadership and team management experience Ability to perform under pressure with high customer focus Fluency in two languages, English being primary Excellent verbal and written communication skills Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization Proven contribution to Open Source projects Software development experience Experience working in support organizations Hands-on experience with Canonical's 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 rewards Comprehensive benefits reflecting our values Recognition rewards, annual leave, maternity/paternity leave Employee Assistance Programme Opportunities to travel and meet colleagues Travel perks for company events About Canonical: Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, set high standards, and expect excellence. Since 2004, most colleagues work from home, fostering innovative thinking, continuous learning, and high performance. Canonical is an equal opportunity employer, committed to diversity and fairness in hiring. Seniority level
Mid-Senior level Employment type
Full-time Job function
Engineering and Information Technology Industries
Software Development
#J-18808-Ljbffr