Support Engineering Manager

Canonical • Phoenix, 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 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 :

Extensive 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

We offer :

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

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.

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Engineering Manager • Phoenix, AZ, US