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, and industry leaders across sectors. The company is founder-led, profitable, and growing, with a global distributed team of over 1200 colleagues in 75+ countries, with few office-based roles. Teams meet periodically in interesting locations worldwide to align on strategy and execution.

Our regional Support Managers lead world-class support teams—addressing deep technical problems for customers globally on Ubuntu Server, Desktop, and public cloud. Key attributes include customer focus—ensuring customer satisfaction—and technical excellence—keeping support teams updated with the latest technology and troubleshooting efficiently. We seek managers for our Cloud Support Group and Devices Support Group.

The 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 KPI accountability
• Ensuring all customer cases are responded to 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 services
• Hiring, developing, and training support staff to meet business needs
• Collaborating with leadership on growth and transformation initiatives

Ideal candidate qualities :

What we offer :

About 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-first culture since 2004. Working here challenges you to think differently, learn new skills, and excel.

We are an equal opportunity employer committed to diversity and inclusion, ensuring fair consideration for all applicants regardless of background or identity.

Job Details :

J-18808-Ljbffr