Support Engineering Manager Role

New

Skills

Cloud Communication Customer Support Devops Leadership Linux Openstack Software Development Team Management Virtualization

Join Canonical, the publisher of Ubuntu, as a Support Engineering Manager and lead world-class teams solving complex technical challenges for global enterprise customers. Manage distributed support teams focused on cloud and device technologies, ensuring technical excellence and outstanding customer satisfaction in a fully remote environment. Foster continuous improvement, professional growth, and innovation in support service delivery.

Job Overview
  • Lead and manage regional support teams handling Ubuntu Server, Desktop, Public Cloud, and Devices.
  • Drive customer satisfaction and ensure timely, professional support aligned with service-level agreements (SLAs).
  • Promote technical excellence and up-to-date expertise within the team.
  • Champion a collaborative, inclusive, and distributed work culture.
Key Responsibilities
  • Manage skills development, performance, and operational control for support teams.
  • Monitor and ensure adherence to KPIs, shift scheduling, and SLA compliance.
  • Act as escalation contact for customer issues and drive swift resolution.
  • Contribute to the support knowledge base and continuous process improvement.
  • Recruit, train, and develop team members to meet evolving business needs.
  • Collaborate with leadership on growth and transformation initiatives.
Required Skills & Qualifications
  • Extensive command-line (CLI) experience with Linux systems.
  • Proven leadership and team management experience in technical support.
  • High customer focus with confidence under pressure.
  • Fluency in English; proficiency in a second language preferred.
  • Strong verbal and written communication skills.
  • Experience with Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies.
  • Contribution to open source projects is a plus.
  • Software development experience is advantageous.
  • Hands-on experience with Canonical products preferred.
  • Ability to thrive in a remote, fast-paced, and globally distributed team environment.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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