Support Engineering Manager, Canonical Ltd.

Ever wondered what it takes to lead a world-class technical support team, tackling deep challenges at the forefront of open source innovation? At Canonical, the company behind Ubuntu, you'll find yourself at that very intersection. We're searching for a dynamic Support Engineering Manager to guide our exceptional support professionals, ensuring our enterprise customers across the globe receive unparalleled service. This isn't just a job; it's a chance to shape the customer experience for breakthrough technologies, all while working from anywhere in the world.

Overview

Canonical is a leading force in open source software, powering everything from public clouds to cutting-edge AI initiatives with our Ubuntu platform. We're a truly global company, with over 1200 colleagues spanning 75+ countries, embracing a fully distributed work model. Our teams meet in inspiring international locations a few times a year for strategic alignment and collaboration. We are a profitable, founder-led company experiencing exciting growth. As a Support Engineering Manager, you will lead a regional team dedicated to solving complex technical problems for customers using Ubuntu Server, Ubuntu Desktop, and public cloud services. Your leadership will be pivotal in maintaining our reputation for outstanding technical support and customer satisfaction.

Key Responsibilities

Team Leadership: Guide and mentor a team of highly skilled support engineers, fostering a culture of technical excellence and continuous improvement.
Customer Advocacy: Act as a primary advocate for customer success, ensuring prompt, thorough, and effective resolution of complex technical issues.
Technical Expertise: Maintain a deep understanding of Ubuntu Server, Ubuntu Desktop, and public cloud technologies, staying current with new developments.
Problem Solving: Oversee the troubleshooting process for critical customer incidents, providing guidance and hands-on assistance when needed.
Performance Management: Monitor team performance metrics, implement strategies for efficiency, and conduct regular reviews to support professional growth.
Collaboration: Work closely with product, engineering, and sales teams to communicate customer feedback and influence product development.
Process Improvement: Identify and implement enhancements to support processes and tools to optimize service delivery.

Requirements

Proven experience leading technical support teams in a software or cloud services environment.
Strong technical background with expertise in Linux operating systems, particularly Ubuntu.
Familiarity with public cloud platforms (AWS, Azure, GCP, etc.).
Exceptional problem-solving and analytical skills.
Demonstrated commitment to customer satisfaction and service excellence.
Excellent communication skills, both written and verbal, for technical and non-technical audiences.
Ability to thrive in a fast-paced, globally distributed work environment.
A passion for open source technology and community.

What You'll Gain

The opportunity to make a significant impact on a widely used and influential open source platform.
Work within a pioneering global distributed company culture, collaborating with diverse, talented individuals across continents.
Continuous learning and professional development in a rapidly evolving technological landscape.
Regular international travel opportunities for team meetups in exciting locations.
Be part of a profitable, founder-led company that values innovation and technical depth.
A truly flexible, remote work environment where you can contribute from anywhere in the world.