Support Engineering Manager

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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. We are a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and few office-based roles. Teams meet a few times a year 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 technical problems for customers globally on Ubuntu Server, Ubuntu Desktop, and the public cloud. They demonstrate customer focus—ensuring customer satisfaction—and technical excellence—keeping support teams up-to-date and troubleshooting efficiently. We seek managers for our Cloud Support Group and Devices Support Group.

You should be comfortable in a fast-paced environment, responsible for delivering excellent customer service, and committed to your team's skills and career development.

The role entails :

• 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 and professionally
• Acting as the 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 staff to meet business needs
• Collaborating with leadership on growth and transformation initiatives

What we are looking for :

What we offer :

About Canonical :

Canonical is a pioneering open source tech firm, publisher of Ubuntu, and leader in AI, IoT, and cloud platforms. We hire globally and uphold high standards of excellence. Most colleagues work remotely, fostering a flexible work environment. Working here will challenge you to think differently, learn new skills, and excel.

Canonical is an equal opportunity employer :

We value diversity and are committed to providing a workplace free from discrimination. All applications will be considered fairly regardless of background or identity.

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