Support Engineering ManagerCanonical • Phoenix, AZ, US
Support Engineering Manager
Canonical • Phoenix, AZ, US
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- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionExtensive CLI experience with Linux (Support, Development, Implementation) Leadership and team management experience Ability to perform under pressure with high customer focus Fluency in two languages, with English as primary Excellent 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 Distributed work environment with biannual in-person team sprints USD 2,000 annual learning and development budget Annual compensation review Recognition rewards, holiday leave, maternity / paternity leave Employee Assistance Programme Opportunities to travel and meet colleagues Travel upgrades for company events
Join to apply for the 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 various sectors. We have a global, distributed team of over 1200 colleagues in more than 75 countries, with few office-based roles. Teams meet 2-4 times a year 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 using Ubuntu Server, Desktop, and public cloud. They focus on customer satisfaction and technical excellence, ensuring teams stay updated and troubleshoot efficiently. We are hiring managers for both 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 monitoring KPIs
- Responding to customer cases within SLA and professionally
- Acting as the escalation point for customers
- Ensuring customer satisfaction
- Contributing to the support knowledge base
- Improving team processes and support services
- Hiring, developing, and training support staff
- Collaborating with leadership on growth and transformation initiatives
Ideal candidates will have :
We offer :
About Canonical :
Canonical is a pioneer in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud computing. We hire globally, expect excellence, and promote a remote work culture since 2004. Joining us means working in a forward-thinking environment that challenges you to learn and grow.
We are an equal opportunity employer, valuing diversity and inclusion.
J-18808-Ljbffr
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Engineering Manager • Phoenix, AZ, US
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