Support Engineer • Lead

Who you are

You have a proven track record in managing support teams, demonstrating a strong customer focus and technical excellence. You understand the importance of keeping your team up to date with the latest technologies and are committed to their professional development. You thrive in a fast-paced environment and are comfortable taking responsibility for delivering exceptional service to customers. You care deeply about your team's skills and career growth, ensuring they have the resources and support needed to succeed.

You possess strong leadership qualities, with the ability to inspire and motivate your team. You have experience in troubleshooting complex technical issues and are adept at guiding your team through challenging situations. Your communication skills are excellent, allowing you to effectively collaborate with various stakeholders and ensure alignment on strategy and execution. You are passionate about fostering a diverse and inclusive workplace, recognizing that varied perspectives lead to better products and solutions.

What you'll do

As the Support Engineering Manager at Canonical, you will oversee the management of our professional support teams, ensuring they deliver top-notch service to our customers. You will be responsible for developing and implementing strategies that enhance customer satisfaction and improve support processes. You will lead your team in solving deep technical problems related to Ubuntu Server, Ubuntu Desktop, and public cloud services, ensuring that they are equipped with the latest knowledge and skills.

You will conduct regular performance reviews and provide mentorship to your team members, helping them to grow in their roles and advance their careers. You will also collaborate closely with other departments to align on customer needs and product improvements, ensuring that our support services are always evolving to meet the demands of the market. Your role will involve analyzing support metrics and feedback to identify areas for improvement and implementing changes that enhance the overall customer experience.

What we offer

At Canonical, we offer a unique opportunity to work in a global, distributed environment with colleagues from diverse backgrounds. You will have the chance to participate in in-person team meetings held in interesting locations around the world, fostering collaboration and team spirit. We are committed to providing our employees with the resources they need to succeed, including ongoing training and development opportunities. Our culture promotes innovation and encourages you to think differently and work smarter, ensuring that you are always challenged and engaged in your role.