Support Engineering Manager, Wellington

Open source is now the centre of technology innovation, and the new default for tech and traditional companies alike. Canonical's Ubuntu is the fastest growing open source platform, with over 20 million users globally. Canonical provides commercial support, consulting, and training services to customers and partners deploying Ubuntu. Our customers are technology innovators inside global enterprises using Ubuntu and open source to build the future in their industry.Our regional Support Managers lead world-class Support teams—solving complex technical problems for customers around the world on Ubuntu Server, Ubuntu Desktop, and the public cloud. They demonstrate two key attributes: customer focus—ensuring customer satisfaction with the service they receive, and technical excellence—keeping the support team updatedwith our technology and performing sound troubleshooting promptly. We are hiring managers for both our Cloud Support Group and Desktop Support Group.Candidates should be comfortable in a fast-paced environment, capable of taking responsibility for customer delivery, and enjoy challenges. A deep care for team development, skills, and career growth is essential. Key Responsibilities Manage a professional support team, including skills development and performance management.Oversee operational control, shift scheduling, and monitor key performance indicators (KPIs). Ensure all customer cases are responded to within SLA and professionally. Act as the escalation contact for customers and ensure escalations are handled properly. Maintain accountability for customer satisfaction.Contribute to the support knowledge base. Continuously improve team processes and support service delivery. Hire, develop, and train support staff to meet business needs. Collaborate with leadership to drive growth and transformation initiatives. Required Skills and Experience Extensive CLI experience with Linux at a technical level (support, development, implementation).Leadership experience, preferably including team management. Ability to perform under pressure with a strong customer focus. Fluency in two languages, with English as primary preferred. Excellent verbal and written communication skills. Additional Skills Knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies.Proven contribution to Open Source projects. Software development experience. Experience working in support organizations. Hands-on experience with Canonical's products. About Canonical Canonical is an international software company collaborating with the open-source community to deliver Ubuntu—the world's leading cloud operating system. Our mission is to unlock the potential of free software for individuals and organizations. We help businesses reduce costs, improve efficiency, and enhance security with Ubuntu.What We Offer 100% remote work Learning and development opportunities Competitive salary Recognition rewards Annual leave Travel Priority Pass We are committed to a workplace free from discrimination. Diversity in experience, perspectives, and backgrounds enriches our environment and products. We welcome applications from all identities and backgrounds, ensuring fair consideration for everyone.#J-18808-Ljbffr