Remote opportunity at
CanonicalSupport Engineering Manager
Canonical, the publisher of Ubuntu and a provider of open source software and operating systems, is seeking a Support Engineering Manager for its Cloud Support Group…
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About This Role
Canonical, the publisher of Ubuntu and a provider of open source software and operating systems, is seeking a Support Engineering Manager for its Cloud Support Group and Devices Support Group. The company operates globally with a distributed team and primarily home-based roles, bringing staff together in person two to four times a year in various international locations. This position involves managing professional support teams, ensuring service level agreement compliance, handling…
Job Description
Canonical, the publisher of Ubuntu and a provider of open source software and operating systems, is seeking a Support Engineering Manager for its Cloud Support Group and Devices Support Group. The company operates globally with a distributed team and primarily home-based roles, bringing staff together in person two to four times a year in various international locations. This position involves managing professional support teams, ensuring service level agreement compliance, handling customer escalations, and driving operational improvements.
The role requires an individual who thrives in a fast-paced setting, prioritizes customer satisfaction, and demonstrates technical excellence in troubleshooting. Responsibilities include overseeing shift scheduling, tracking key performance indicators, contributing to the knowledge base, hiring and training personnel, and collaborating with leadership on growth strategies. Regional Support Managers maintain high standards of technical support for clients utilizing Ubuntu Server, Ubuntu Desktop, and public cloud environments.
Canonical offers compensation based on geographical location, experience, and performance, reviewed annually alongside performance-driven bonuses. Additional offerings include a personal learning and development budget of USD 2,000 annually, holiday leave, parental leave, an employee assistance program, and travel perks for company events.
Responsibilities
- Manage a professional support team including performance management and skills development
- Maintain operational control, handle shift scheduling, and take accountability for key performance indicators
- Ensure all customer cases receive responses within the required service level agreement professionally
- Serve as the primary customer escalation contact and address escalations appropriately
- Contribute to the support knowledge base and continuously improve team processes and service delivery
- Hire, develop, and train support staff to meet business needs
- Work alongside the leadership team to support growth and transformation initiatives
Requirements
- Extensive command-line interface experience with Linux at a technical level
- Leadership experience
- Demonstrated high customer focus and the ability to remain confident under pressure
Qualifications
- Team management experience
- Fluency in two languages, with English as the primary language
- Strong verbal and written communication skills
- Knowledge or experience of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
- Track record of contributing to open source projects
- Software development experience
- Experience working in support organizations
- Hands-on experience with Canonical products
Core Skills
Benefits
- Annual compensation reviews
- Performance-driven annual bonus or commission
- Distributed work environment with twice-yearly in-person team sprints
- Personal learning and development budget of USD 2,000 per year
- Recognition rewards
- Annual holiday leave
- Maternity and paternity leave
- Employee Assistance Programme
- Priority Pass and travel upgrades for long-haul company events
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this a remote position?
Yes, Canonical is a pioneer of global distributed collaboration where most colleagues have worked from home since 2004, with teams meeting in person two to four times yearly.
What is the salary for this role?
The specific salary amount is not stated in the job posting, though compensation considers geographical location, experience, and performance worldwide with annual reviews and performance-driven bonuses.
What qualifications are preferred for candidates?
Preferred qualifications include team management experience, bilingual proficiency, strong communication skills, background in Linux Desktop, OpenStack, Public Cloud, or Virtualization, open-source contributions, software development experience, support organization background, and hands-on experience with Canonical products.
Sample Interview Questions
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