Job Description

Canonical is seeking a Support Engineering Manager to lead world-class Support teams, resolving technical issues for customers globally on Ubuntu Server, Ubuntu Desktop, and public cloud platforms. The role requires a focus on customer satisfaction, technical excellence, team development, and operational efficiency in a fast-paced, distributed work environment.

Responsibilities

• Manage a professional support team, including skills development and performance management
• Operational control and shift scheduling
• Ensure SLA adherence and professional customer communication
• Handle customer escalations
• Ensure customer satisfaction
• Contribute to the support knowledge base
• Improve team processes and service delivery
• Hire, develop, and train support team members
• Drive growth and transformation initiatives

Requirements

• Extensive Linux CLI experience
• Leadership and team management experience
• Ability to perform under pressure with a customer focus
• Fluency in two languages (English primary)
• Excellent communication skills
• Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization
• Contribution to Open Source projects
• Software development experience
• Experience in support organizations
• Hands-on experience with Canonical's products

Benefits

• No benefits