Engineer Leadership Position

4 days ago

Muscat, Muscat, Oman beBeeTechnical Full time
Support Engineering Manager Role

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.

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.

As a Support Engineering Manager, you will 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.

About the Job
  • Manage a professional support team, including skills development and performance management
  • Operational control, shift scheduling, and monitoring KPIs
  • Ensure all customer cases are responded to within SLA and professionally
  • Act as the escalation point for customers and address escalations appropriately
  • Maintain accountability for customer satisfaction
  • Contribute to the support knowledge base
  • Continuously improve team processes and support service delivery
  • Hire, develop, and train support team members
Requirements
  • 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
  • Distributed work environment with biannual in-person team sprints
  • Annual learning and development budget
  • Annual compensation review and performance bonuses
  • Additional benefits reflecting our values and local needs

At Canonical, we value diversity and inclusion. We are an equal opportunity employer and provide fair consideration regardless of background or identity.

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