Support Engineering Manager

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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 leading public cloud and silicon providers, along with industry leaders across sectors. We are a pioneer of global distributed collaboration, with over 1200 colleagues in 75+ countries and minimal office-based roles. Teams meet 2-4 times annually in interesting locations worldwide to align on strategy and execution.

The company is founder-led, profitable, and growing.

Our regional Support Managers oversee support teams that solve deep technical problems for customers using Ubuntu Server, Desktop, and public cloud. They focus on customer satisfaction and technical excellence, ensuring the team stays current with technology and performs quick troubleshooting. We seek managers for both our Cloud Support Group and Devices Support Group.

This role requires comfort in a fast-paced environment, responsibility for customer delivery, and a passion for team development.

Responsibilities include :

• Managing a professional support team, including skills development and performance management
• Operational control, shift scheduling, and accountability for KPIs
• Responding to customer cases within SLAs 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
• Collaborating with leadership on growth and transformation initiatives

Ideal candidate profile :

What we offer :

About Canonical :

Canonical is a pioneering open source tech firm, publisher of Ubuntu, and leader in AI, IoT, and cloud platforms. We hire globally, uphold high standards, and foster a remote-first culture since 2004. Working here challenges you to think differently and develop new skills.

Equal Opportunity Employer :

We promote diversity and provide fair consideration regardless of background or identity.

Job Details :

J-18808-Ljbffr