Taking applicationsTechnical Support·Posted 1mo ago
Support Engineering Manager
Canonical
Remote
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
Worldwide
Open to people in the United States
EnglishSenior level
About the role
Canonical is hiring a remote Support Engineering Manager to lead a technical customer support team, manage escalations, and ensure SLA and customer satisfaction. The role is globally remote and asks for strong Linux CLI and leadership experience, with a distributed work environment and an annual learning budget.
What you'll do
- Manage a professional support team, including skills development and performance management
- Operational control, shift scheduling, and accountability for KPIs
- Ensure all customer cases are responded to within SLA and professionally
- Act as customer escalation contact and ensure escalations are addressed
- Accountability for customer satisfaction
- Contribute to the support knowledge base
- Continuous improvement to team processes and support service delivery
- Hire, develop, and train support team; drive growth and transformation with leadership
What you'll need
- Extensive CLI experience with Linux at a technical level
- Leadership experience, preferably team management
- Confidence under pressure and high customer focus
- Fluent in two languages, with English as primary
- Excellent verbal and written communication skills
- Experience or knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization
- Proven track record contributing to Open Source projects
- Software development experience in support organizations; hands-on with Canonical products
Skills
Linux CLITeam leadershipSupport operationsCustomer focusSLA managementEscalation handlingOpenStack/Public Cloud/VirtualizationOpen Source contributions
Benefits
Distributed work environmentPersonal learning and development budget of USD 2,000 per yearPerformance bonusAnnual compensation reviewRecognition rewardsPaid time offMaternity and paternity leaveEmployee Assistance Programme
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