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 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—solving deep technical problems for customers on Ubuntu Server, Ubuntu Desktop, and public cloud. They demonstrate 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.

You should be comfortable in a fast-paced environment, responsible for delivering excellent customer service, and passionate about team development.

The role entails

• Managing a professional support team, including skills development and performance management
• Operational control, shift scheduling, and accountability for KPIs
• Ensuring all customer cases are responded to within SLA and professionally
• Acting as the customer escalation contact and addressing escalations appropriately
• Ensuring customer satisfaction
• Contributing to the support knowledge base
• Continuously improving team processes and support delivery
• Hiring, developing, and training support team members
• Collaborating with leadership on growth and transformation initiatives

What are we looking for in you

What we offer colleagues

We offer competitive worldwide compensation, reviewed annually, with additional benefits reflecting our values. Benefits include :

About Canonical

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, set high standards, and promote excellence. Most colleagues work from home, and working here will challenge and grow you.

Canonical is an equal opportunity employer

We value diversity and provide fair consideration to all applicants, fostering an inclusive workplace free from discrimination.

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