Support Engineering Manager

Join to apply for the Support Engineering Manager role at Canonical.

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.

• 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

• Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
• Leadership and team management experience
• Confidence under pressure with a strong customer focus
• Fluency in two languages, English being primary
• Excellent verbal and written communication skills
• Knowledge of Linux Desktop, Open Stack, Public Cloud, or Virtualization technologies
• Proven contributions to Open Source projects
• Software development experience
• Experience working in support organizations
• Hands-on experience with Canonical's products

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

• Distributed work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Annual compensation review
• Recognition rewards
• Annual leave, maternity/paternity leave
• Employee Assistance Programme
• Travel opportunities to meet colleagues
• Priority Pass and travel upgrades for company events

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.

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