Support Engineering Manager

Job description

Overview
Canonical is a pioneering tech firm at the forefront of the global move to open source.

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 in many sectors.

The company is a pioneer of global distributed collaboration, with 1200+ colleagues in 75+ countries and very few office-based roles.

Teams meet two to four times yearly in person, in locations around the world, to align on strategy and execution.

The company is founder-led, profitable, and growing.


Our regional Support Managers run world-class support teams – solving deep technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop and on the public cloud.

They demonstrate two key attributes: customer focus – ensuring customers are satisfied with the service; and technical excellence – ensuring the team stays up to date and performs sound, quick troubleshooting.

We are looking for managers for both of our support groups; Cloud Support Group and Devices Support Group.


You’ll need to be comfortable in a fast-paced environment, able to take responsibility for delivering to customers and enjoy challenges.

You will also need to care deeply about your team, their skills, and their career development.


Responsibilities
Management of a professional support team, including skills development and performance management
Operational control, shift scheduling, accountability for key performance indicators (KPIs)
Ensures that all customer cases are responded to within the SLA, and in a professional manner
Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
Accountability for customer satisfaction
Contribution to the support knowledge base
Continuous improvement to the team's processes and support service delivery
Hire, develop and train support team to match business requirements
Work with the leadership team to drive growth and transformation initiatives
What we are looking for
Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
Leadership experience, and preferably team management experience
Confidence under pressure, with proven track record of high customer focus
Preferably fluent in two languages, English being primary one
Excellent communication skills (verbal and written)
Experience or knowledge of Linux Desktop, OpenStack, Public Cloud or Virtualization technologies
Proven track record of contributing to Open Source projects
Software development experience
Experience in working in support organizations
Hands on experience with Canonical's products
What we offer colleagues
We consider geographical location, experience, and performance in shaping compensation worldwide.

We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance.

In addition to base pay, we offer a performance-driven annual bonus or commission.

We provide all team members with additional benefits, which reflect our values and ideals.

We balance our programs to meet local needs and ensure fairness globally.


Distributed work environment with twice-yearly team sprints in person
Personal learning and development budget of USD 2,000 per year
Annual compensation review
Recognition rewards
Annual holiday leave
Maternity and paternity leave
Employee Assistance Programme
Opportunity to travel to new locations to meet colleagues
Priority Pass, and travel upgrades for long haul company events
About Canonical
Canonical is a pioneering tech firm at the forefront of the global move to open source.

As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software.

We recruit on a global basis and set a very high standard for people joining the company.

We expect excellence - in order to succeed, we need to be the best at what we do.

Most colleagues at Canonical have worked from home since its inception in 2004.

Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.


Canonical is an equal opportunity employer
We are proud to foster a workplace free from discrimination.

Diversity of experience, perspectives, and background create a better work environment and better products.

Whatever your identity, we will give your application fair consideration.


Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Engineering and Information Technology
Industries: Software Development
Note: This description reflects current expectations and may be adjusted as Canonical evolves.


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