Remote opportunity at
CanonicalSupport Engineering Manager
Canonical is hiring Support Engineering Managers for two groups: Cloud Support and Devices Support. The posts are full-time and remote. The teams resolve difficult technical issues…
Career Tools
About This Role
Canonical is hiring Support Engineering Managers for two groups: Cloud Support and Devices Support. The posts are full-time and remote. The teams resolve difficult technical issues for customers worldwide, covering Ubuntu Server, Ubuntu Desktop and public cloud platforms. Regional Support Managers are expected to show two things: a strong customer focus, meaning customers stay content with the service they get, and technical excellence, meaning the team keeps up to date…
Job Description
Canonical is hiring Support Engineering Managers for two groups: Cloud Support and Devices Support. The posts are full-time and remote. The teams resolve difficult technical issues for customers worldwide, covering Ubuntu Server, Ubuntu Desktop and public cloud platforms.
Regional Support Managers are expected to show two things: a strong customer focus, meaning customers stay content with the service they get, and technical excellence, meaning the team keeps up to date and troubleshoots quickly and soundly. The environment moves fast, and managers need to own customer outcomes and care about developing their people.
The manager runs a professional support team and guides skills development and performance. The job includes operational control, shift planning, accountability for performance indicators, and ensuring every customer case gets a reply within the agreed service level. The manager is the escalation point for customers and is responsible for their satisfaction.
The role also covers hiring, growing and training the team to match business needs, adding to the support knowledge base, and working with leadership on growth and change. It suits a leader with deep Linux command-line skills, a history of managing teams, and calm under pressure.
Responsibilities
- Lead a professional support team, handling skill building and performance reviews
- Organise operations, shift schedules and accountability for key indicators
- Ensure customer cases receive responses inside the service level agreement, and keep communication professional
- Act as the escalation contact for customers and resolve escalations properly
- Own responsibility for customer satisfaction
- Add to the support knowledge base
- Keep improving team workflows and support delivery
- Recruit, train and develop the team to meet business needs
- Partner with leadership on growth and transformation projects
Requirements
- Deep command-line skill with Linux, from support, development or deployment work
- Leadership experience, ideally managing a team
- Composure under pressure and a clear record of putting customers first
- Excellent spoken and written communication
Qualifications
- Preferably fluent in two languages, with English as the primary one
- Familiarity with Linux desktop, OpenStack, cloud platforms or virtualisation
- History of open-source project contributions
- Software development experience
- Background working in support organisations
- Hands-on familiarity with Canonical's products
Core Skills
Benefits
- Pay considers location, experience and performance, reviewed yearly
- Annual bonus or commission tied to results
- Learning allowance of USD 2,000 yearly
- Recognition awards
- Team sprints in person twice a year
- Annual leave, maternity leave and paternity leave
- Support through an employee assistance scheme
- Opportunities to visit new places and meet colleagues, plus Priority Pass and better long-haul travel for company events
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role remote?
The listing is marked remote, and the company describes itself as a distributed organisation.
Which teams does the role cover?
The posting mentions two groups: the Cloud Support Group and the Devices Support Group.
What language skills are preferred?
Fluency in two languages is preferred, with English as the primary language.
Is salary stated?
No figure is listed. The posting says pay depends on location, experience and performance, with a bonus or commission tied to results.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.