Remote opportunity at
CanonicalSupport Engineering Manager
Canonical, a profitable and growing publisher of Ubuntu and a provider of open source software and operating systems for global technology and enterprise markets, is hiring…
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About This Role
Canonical, a profitable and growing publisher of Ubuntu and a provider of open source software and operating systems for global technology and enterprise markets, is hiring a Support Engineering Manager. The organization supports breakthrough initiatives in public cloud, AI, data science, IoT, and engineering innovation. Operating as a distributed company with personnel across more than 75 countries, Canonical runs regional support teams focused on solving complex technical challenges on Ubuntu…
Job Description
Canonical, a profitable and growing publisher of Ubuntu and a provider of open source software and operating systems for global technology and enterprise markets, is hiring a Support Engineering Manager. The organization supports breakthrough initiatives in public cloud, AI, data science, IoT, and engineering innovation. Operating as a distributed company with personnel across more than 75 countries, Canonical runs regional support teams focused on solving complex technical challenges on Ubuntu Desktop, Ubuntu Server, and public cloud platforms for international customers.
This remote position involves leading a professional support team for either the Cloud Support Group or the Devices Support Group. The ideal candidate thrives in a fast-paced setting, enjoys complex problem-solving, maintains high customer focus, and demonstrates a deep commitment to team mentorship and professional development. Responsibilities include overseeing daily operations, managing shift schedules, ensuring compliance with service level agreements, driving customer satisfaction, handling escalations, and participating in strategic growth and transformation initiatives alongside leadership.
Responsibilities
- Manage a professional support team encompassing performance management and skills development
- Handle operational control, shift scheduling, and accountability for key performance indicators
- Ensure timely responses to all customer cases within the established SLA in a professional manner
- Serve as the primary escalation contact for customers and address escalations appropriately
- Maintain accountability for overall customer satisfaction
- Contribute to the support knowledge base and continuously improve team processes and service delivery
- Hire, train, and develop support personnel to align with business needs
- Collaborate with the leadership team to advance growth and transformation objectives
Requirements
- Extensive technical command-line interface experience with Linux across support, development, or implementation
- Leadership background, with a preference for prior team management experience
- Demonstrated ability to remain composed under pressure while maintaining high customer focus
- Excellent verbal and written communication skills
Qualifications
- Preferably fluent in two languages, with English as the primary language
- Prior exposure or knowledge regarding Linux Desktop, OpenStack, virtualization technologies, or Public Cloud
- Proven history of contributing to open source projects
- Background in software development
- Prior experience working inside support organizations
- Direct hands-on familiarity with products created by Canonical
Core Skills
Benefits
- Annual compensation reviews
- Performance-driven annual bonus or commission
- Distributed work environment featuring biannual in-person team sprints in global locations
- Annual personal learning and development budget of USD 2,000
- 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 position remote?
Yes, Canonical operates as a globally distributed company where colleagues work remotely, supplemented by team members meeting in person two to four times per year in various global locations.
What compensation and benefits are offered?
Compensation is shaped by geographical location, experience, and performance, with annual reviews and a performance-driven annual bonus or commission. Additional benefits include a USD 2,000 yearly learning budget, holiday leave, parental leave, an Employee Assistance Programme, recognition rewards, and travel perks.
What are the primary expectations for the Support Engineering Manager?
The manager oversees a professional support group, handles operational controls and shift schedules, drives SLA compliance and customer satisfaction, manages escalations, contributes to process improvements, and hires and trains team members.
What qualifications are required for applicants?
Candidates must have extensive technical CLI experience with Linux, leadership background, high customer focus under pressure, and excellent communication skills. Fluency in a second language, open-source contribution history, and software development or support organization experience are preferred.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.