Support Engineering Manager Job Tucson area,Arizona USA,IT/Tech

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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 sectors. The company is founder-led, profitable, and growing, with a distributed team of over 1200 colleagues in more than 75 countries.

Our regional Support Managers lead world-class teams, solving complex technical problems for customers worldwide on Ubuntu Server, Desktop, and public cloud platforms. They embody customer focus and technical excellence, ensuring high-quality support and quick troubleshooting. We seek managers for 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 KPI accountability

Responding to all customer cases within SLA in a professional manner

Acting as the escalation contact and addressing escalations appropriately

Ensuring customer satisfaction

Contributing to the support knowledge base

Improving team processes and support delivery

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 English and preferably another language
Excellent verbal and written communication skills
Knowledge of Linux Desktop, Open Stack, 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:

A distributed work environment with biannual in-person team sprints
A personal learning and development budget of USD 2,000 annually
Annual compensation reviews and performance-based bonuses
Additional benefits reflecting our values and local needs

About Canonical:

Canonical pioneers open source software, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and promote excellence. Most colleagues work remotely, fostering a flexible, innovative work culture.

Canonical is an equal opportunity employer, committed to diversity and inclusion, ensuring fair consideration regardless of background or identity.

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