About Canonical

Canonical, the company behind Ubuntu Linux, stands at the forefront of open source innovation. As the publisher of Ubuntu—one of the world's most widely adopted open source platforms—Canonical powers enterprise breakthroughs in public cloud, AI, data science, IoT, and engineering. Serving global leaders in cloud providers, silicon manufacturers, and diverse industries, Canonical employs over 1200 colleagues across 75+ countries. Pioneering distributed collaboration since 2004, the company maintains a founder-led, profitable, and rapidly growing trajectory with minimal office-based roles. Teams unite biannually in inspiring global locations to strategize and execute.

Role Overview

The Support Engineering Manager at Canonical leads world-class support teams for Ubuntu Server, Desktop, public cloud, and devices. This remote, worldwide role splits focus between the Cloud Support Group and Devices Support Group. Managers ensure customer satisfaction through technical excellence and rapid troubleshooting while fostering team growth in a fast-paced, high-stakes environment. Ideal for Linux experts passionate about open source, customer success, and leadership.

Key Responsibilities

Team Management & Development

Oversee professional support engineers, driving skills development, performance management, hiring, training, and career progression to align with Canonical's business needs.

Operational Excellence

Maintain operational control including shift scheduling, KPI accountability, SLA adherence, and professional case handling. Act as primary escalation point for customers, ensuring swift resolutions.

Process & Knowledge Improvement

Contribute to the support knowledge base, implement continuous process enhancements, and collaborate with leadership on growth and transformation initiatives to elevate service delivery.

Qualifications & Requirements

Canonical seeks proven leaders with deep technical roots in Linux ecosystems. Essential qualifications include:

• Extensive hands-on CLI experience with Linux in support, development, or implementation roles.
• Demonstrated leadership, preferably with direct team management.
• Track record of thriving under pressure with unwavering customer focus.
• Fluency in English (primary) and preferably one additional language.
• Excellent verbal and written communication skills.
• Knowledge of Linux Desktop, OpenStack, public cloud, or virtualization technologies.
• Proven open source project contributions and software development experience.
• Prior support organization experience and familiarity with Canonical products like Ubuntu.

This role demands comfort in distributed, high-velocity settings where team care and technical mastery converge.

Benefits & Perks

Canonical offers competitive, performance-calibrated compensation reviewed annually, plus bonuses. Global benefits balance local needs with fairness:

• 100% remote work with 2-4 annual in-person team sprints in exciting locales.
• USD 2,000 personal learning and development budget yearly.
• Recognition rewards and performance incentives.
• Comprehensive holiday, maternity, and paternity leave.
• Employee Assistance Programme for wellbeing.
• Priority Pass membership and travel upgrades for company events.

Career Growth

Joining Canonical propels your career in open source leadership. With annual reviews, learning stipends, and exposure to cutting-edge Ubuntu deployments, managers advance through skills-building, global networking, and strategic contributions. The remote-first model fosters autonomy while biannual sprints build lasting professional bonds. Excel here to shape enterprise Linux support worldwide.

Why Join Canonical

Work at the epicenter of open source transformation. Canonical's remote-first culture—honed over two decades—empowers top talent to deliver excellence from anywhere. Contribute to Ubuntu's dominance in cloud, AI, and IoT while enjoying unparalleled work-life balance, travel opportunities, and a commitment to equity. As an equal opportunity employer, Canonical champions diversity in a discrimination-free workplace. This is your chance to lead support engineering at a profitable, growing pioneer redefining software futures.

Role FAQs

Is this role fully remote?

Yes, it's home-based worldwide with occasional in-person team meetings 2-4 times yearly.

What salary can I expect?

Compensation is tailored to location, experience, and performance; estimates range $120K-$170K USD base with bonuses.

Do I need Canonical product experience?

Hands-on experience with Ubuntu or Canonical products is highly preferred.

What makes Canonical's culture unique?

Distributed since 2004, founder-led, open source-driven, with global collaboration and excellence as core values.

How does Canonical support career development?

Through $2K learning budgets, annual reviews, mentorship, and growth initiatives tied to business transformation.