Support Engineering Manager

Canonical
Anywhere
Workplace: RemoteFull timeFunction: Product ManagementSkills: ["Leadership","Customer focus","Communication","Problem-solving","Performance management"]

Lead a regional, distributed support team for Ubuntu Server, Ubuntu Desktop, and public cloud deployments. Drive performance management and shift scheduling, ensure customer cases are resolved within SLA, and act as the escalation contact. Contribute to the support knowledge base, improve support processes continuously, and hire, develop, and train support engineers. Collaborate with leadership to support growth and transformation across the team.

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Canonical
Canonical
1 year ago

Support Engineering Manager

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Last checked: 10 hours agoStatus: Live

Job Summary

Lead a regional, distributed support team for Ubuntu Server, Ubuntu Desktop, and public cloud deployments. Drive performance management and shift scheduling, ensure customer cases are resolved within SLA, and act as the escalation contact. Contribute to the support knowledge base, improve support processes continuously, and hire, develop, and train support engineers. Collaborate with leadership to support growth and transformation across the team.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Manage a professional support team, including skills development, performance management, and hiring.
  • •Provide operational control including shift scheduling and accountability for KPIs.
  • •Ensure customer cases are responded to within SLA in a professional manner.
  • •Serve as the customer escalation contact and ensure escalations are addressed appropriately.
  • •Contribute to the support knowledge base and drive continuous improvement to support processes and service delivery.

Pay and Benefits

Perks:Learning BudgetAnnual BonusAnnual HolidayMaternity LeavePaternity LeaveEmployee AssistanceTravel AllowancePriority Pass

Key Requirements

  • •Extensive CLI experience with Linux at a technical level (support, development, implementation).
  • •Leadership experience, including team management and skills development.
  • •Confidence under pressure with a proven track record of high customer focus and satisfaction.
  • •Experience or knowledge of Linux Desktop, OpenStack, public cloud, or virtualization technologies.
  • •Proven track record of contributing to Open Source projects, with software development experience and support-organization experience.
Experience:Open sourcePublic cloudVirtualizationSupport organizationsLinux
Skills:LeadershipCustomer focusCommunicationProblem-solvingPerformance management
Languages:English
Tech Stack:LinuxUbuntu ServerUbuntu DesktopCLIOpenStackPublic cloudVirtualizationOpen Source

Company Brief

Canonical
Develops and maintains Ubuntu, a leading open-source Linux distribution, and provides cloud, IoT, and enterprise support, tooling, and services to enable deployment, management, and security of infrastructure and applications.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Bootstrapped
Headquarters: London, United Kingdom
Founded: 2004
WebsiteLinkedIn