Support Engineering Manager

4 weeks ago

Muscat, Muscat, Oman Canonical Full time

Join to apply for the Support Engineering Manager role at Canonical.

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 leading public cloud and silicon providers, and industry leaders across sectors. We operate with a distributed team of 1200+ colleagues in 75+ countries, with few office-based roles, meeting in person a few times annually in various locations worldwide.

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

Our regional Support Managers lead world-class Support teams—solving complex technical problems for customers globally on Ubuntu Server, Desktop, and public cloud. Key attributes include customer focus—ensuring customer satisfaction—and technical excellence—keeping support teams updated with the latest technology and troubleshooting efficiently. We are hiring managers for both our Cloud Support Group and Devices Support Group.

The role involves:

  1. Managing a professional support team, including skills development and performance management
  2. Operational control, shift scheduling, and monitoring KPIs
  3. Ensuring all customer cases are responded to within SLA and professionally
  4. Acting as the escalation point for customers and addressing escalations appropriately
  5. Maintaining accountability for customer satisfaction
  6. Contributing to the support knowledge base
  7. Continuously improving team processes and support service delivery
  8. Hiring, developing, and training support team members
  9. Collaborating with leadership to drive growth and transformation initiatives

Ideal candidates will have:

  • Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
  • Leadership and team management experience
  • Ability to work under pressure with a strong customer focus
  • Fluency in English and preferably another language
  • Excellent verbal and written communication skills
  • Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies
  • Contributions to Open Source projects
  • Software development experience
  • Experience working in support organizations
  • Hands-on experience with Canonical's products

Benefits include:

  • Distributed work environment with biannual in-person team sprints
  • USD 2,000 annual learning and development budget
  • Annual compensation review and performance bonuses
  • Additional benefits reflecting our values and local needs

About Canonical:

Canonical is at the forefront of the open source movement, publishing Ubuntu—the platform for AI, IoT, and cloud. We hire globally, set high standards, and promote excellence. Working remotely since 2004, we encourage innovative thinking, continuous learning, and skill development.

Canonical is an equal opportunity employer, committed to diversity and inclusion, and providing fair consideration regardless of background or identity.

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