Support Engineering Manager
Job Description
Description
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 leading 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 periodically 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, Desktop, and the public cloud. They focus on customer satisfaction and technical excellence, ensuring support teams stay updated and troubleshoot efficiently. We seek managers for our Cloud Support Group and Devices Support Group.
The role requires adaptability in a fast-paced environment, responsibility for customer delivery, and a commitment to team development.
Responsibilities include:
- Managing a professional support team, including skills development and performance management
- Operational control, shift scheduling, and KPI accountability
- Responding to customer cases within SLA and professionally
- Handling escalations and ensuring appropriate resolution
- Ensuring customer satisfaction
- Contributing to the support knowledge base
- Improving team processes and support services
- Hiring, developing, and training support staff
- Collaborating with leadership on growth and transformation initiatives
Ideal candidate profile:
- 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 communication skills
- Knowledge of Linux Desktop, OpenStack, Cloud, or Virtualization
- Open Source contribution experience
- Software development background
- Experience in support organizations
- Hands-on experience with Canonical’s products
What we offer:
- Distributed work environment with biannual in-person team sprints
- USD 2,000 annual learning and development budget
- Annual compensation review and performance bonuses
- Additional benefits aligning with our values
About Canonical:
Canonical pioneers in open source, 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 future-oriented, innovative work environment.
Canonical is an equal opportunity employer, committed to diversity and fair application processes.
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Company
Canonical
Location
Hamilton
Country
Canada
Salary
100.000
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