Support Engineering Manager

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 are a pioneer of global distributed collaboration, with 1200 colleagues in 75 countries and few office-based roles. Teams meet a few times a year worldwide to align on strategy and execution. The company is founder-led, profitable, and growing. Our regional Support Managers lead world-class Support teams—solving technical problems for customers worldwide on Ubuntu Server, Desktop, and the public cloud. They exemplify customer focus and technical excellence, ensuring customer satisfaction and up-to-date support teams. We seek managers for both our Cloud Support Group and Devices Support Group. The role requires comfort in a fast-paced environment, responsibility for customer delivery, and a passion for team development. Responsibilities include: Managing a professional support team, including skills development and performance management Operational control, shift scheduling, and KPI accountability Responding to customer cases within SLA and professionally Acting as the escalation contact for customers Ensuring customer satisfaction Contributing to the support knowledge base Improving team processes and support delivery Hiring, developing, and training support staff Driving growth and transformation initiatives with leadership Ideal candidate: Extensive CLI experience with Linux (Support, Development, Implementation) Leadership and team management experience Ability to perform under pressure with high customer focus Fluency in two languages, English preferred Excellent communication skills Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization Contributions to Open Source projects Software development experience Support organization experience Hands-on experience with Canonical's products What we offer: Distributed work environment with biannual in-person team sprints USD 2,000 annual learning and development budget Annual compensation review Recognition rewards, holiday leave, parental leave Employee Assistance Programme Travel opportunities for team meetups Travel upgrades for company events About Canonical: Canonical pioneers open source technology, publishing Ubuntu—key for AI, IoT, and cloud platforms. We hire globally, uphold high standards, and promote excellence. Since 2004, most colleagues work remotely. Working here challenges you to think differently, learn new skills, and excel. We are an equal opportunity employer: We value diversity and are committed to fair consideration for all applicants regardless of background or identity. J-18808-Ljbffr

Location: Milano, Lombardia, IT

Posted Date: 10/8/2025