# Support Engineering Manager

Remote from🌐 AnywhereAnnual salary Undisclosed Salary information is not provided for this position.
Check our [Salary Directory](https://jobicy.com/salaries.md) to estimate the average compensation for similar roles.Department  [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted21 Jul 2026Apply before21 Aug 2026Experience level  Midweight
Views / Applies 190 / 11 [About company](https://jobicy.com/company/canonical-ltd.md)

* Share About [Canonical Ltd.](https://jobicy.com/company/canonical-ltd.md)

Trusted open source for enterprises

[Computer Software](https://jobicy.com/company-category/software.md)
*  2004

Actively Hiring  Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance.

###  AI Summary

Canonical seeks a Support Engineering Manager to lead a team providing technical support for Ubuntu and related open source technologies. The role involves managing team performance, ensuring customer satisfaction, and driving operational excellence in a fully remote, global environment. The ideal candidate has deep Linux CLI experience, team leadership skills, and a customer-focused mindset. This position offers a dynamic, fast-paced work culture with opportunities for professional development and travel.

### Role DNA

Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative

AI Insight The role requires a blend of deep technical expertise (Linux, cloud), people management, and strategic thinking, making it challenging but not at the highest level due to established processes and support.

### Salary Analysis

Median  Highly Competitive  $140,000US Market $100k – 180k 0 $198k      AI Insight The offered salary is competitive and aligns with market rates for remote support engineering managers with Linux expertise, typically ranging from $100k to $180k.

### Core Skills Required

[Linux](https://jobicy.com/jobs?search_keywords=Linux.md) [Support Management](https://jobicy.com/jobs?search_keywords=Support+Management.md) [Open Source](https://jobicy.com/jobs?search_keywords=Open+Source.md) [Ubuntu](https://jobicy.com/jobs?search_keywords=Ubuntu.md) [Customer Focused](https://jobicy.com/jobs?search_keywords=Customer+Focused.md) [Team Leadership](https://jobicy.com/jobs?search_keywords=Team+Leadership.md) [Cloud Computing](https://jobicy.com/jobs?search_keywords=Cloud+Computing.md) [DevOps](https://jobicy.com/jobs?search_keywords=DevOps.md) [Technical Support](https://jobicy.com/jobs?search_keywords=Technical+Support.md) [Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation+Management.md)

### Cover Letter Sample

I am excited to apply for the Support Engineering Manager position at Canonical. With over X years of experience in technical support and team leadership, I have a proven track record of delivering exceptional customer satisfaction and driving operational improvements.

My deep expertise in Linux and open source technologies, combined with my ability to mentor and develop high-performing teams, aligns perfectly with the requirements of this role.

I thrive in fast-paced, distributed environments and am committed to fostering a culture of continuous learning and collaboration. I look forward to contributing to Canonical's mission of advancing open source globally.

Copy

### Sample Interview Questions

How do you ensure your support team meets SLAs while maintaining high customer satisfaction?I prioritize clear communication of expectations, regular monitoring of KPIs, and empower team members to make decisions. I also implement feedback loops from customers to continuously improve processes.Describe your experience managing a remote team distributed across multiple time zones.I have managed remote teams using asynchronous communication tools, scheduled overlapping hours for collaboration, and fostered a strong team culture through regular virtual meetings and occasional in-person gatherings.How do you handle underperforming team members while keeping morale high?I address performance issues through constructive feedback and a personalized development plan. I focus on coaching and providing resources, while also recognizing and rewarding improvements.Can you walk us through a technical escalation you managed and how you resolved it?In a previous role, a critical customer issue involved a kernel panic on Ubuntu servers. I coordinated with our engineering team, provided workarounds, and kept the customer updated hourly until a permanent fix was deployed.How do you stay current with evolving open source technologies like OpenStack and Kubernetes?I dedicate time each week to read release notes, participate in community forums, and attend webinars. I also encourage my team to share learnings and experiment with new technologies in a sandbox environment.  Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world’s 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 interesting 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 that customers are always satisfied with the service they are receiving, and technical excellence – ensuring that the support team is always up to date with the our technology, and that they perform sound and 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.

## The role entails

* 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 are we looking for in you

* 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.](https://canonical.com/careers/diversity/identity)

#LI-remote

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[Apply now >](https://jobicy.com/jobs/149554-support-engineering-manager.md)

>  Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md)

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