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Support Engineering Manager
Support Engineering ManagerCanonical • Tucson, AZ, US
Support Engineering Manager

Support Engineering Manager

Canonical • Tucson, AZ, US
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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 over 1200 colleagues in more than 75 countries.

Our regional Support Managers lead world-class teams, solving complex technical problems for customers worldwide on Ubuntu Server, Desktop, and public cloud platforms. They embody customer focus and technical excellence, ensuring high-quality support and quick troubleshooting. We seek managers for 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
  • Responding to all customer cases within SLA in a professional manner
  • Acting as the escalation contact and addressing escalations appropriately
  • Ensuring customer satisfaction
  • Contributing to the support knowledge base
  • Improving team processes and support delivery
  • Hiring, developing, and training support staff
  • Collaborating with leadership on growth and transformation initiatives

Ideal candidates will have :

  • Extensive CLI experience with Linux (Support, Development, Implementation)
  • Leadership and team management experience
  • Ability to perform under pressure with high customer focus
  • Fluency in English and preferably another language
  • Excellent verbal and written communication skills
  • Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization
  • Contributions to Open Source projects
  • Software development experience
  • Experience working in support organizations
  • Hands-on experience with Canonical's products

    • We offer :

  • A distributed work environment with biannual in-person team sprints
  • A personal learning and development budget of USD 2,000 annually
  • Annual compensation reviews and performance-based bonuses
  • Additional benefits reflecting our values and local needs

    • About Canonical :

    Canonical pioneers open source software, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and promote excellence. Most colleagues work remotely, fostering a flexible, innovative work culture.

    Canonical is an equal opportunity employer, committed to diversity and inclusion, ensuring fair consideration regardless of background or identity.

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    Engineering Manager • Tucson, AZ, US