Canonical is a leading provider of open-source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, plays a crucial role in significant enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We serve a diverse clientele, including prominent public cloud and silicon providers, as well as industry leaders in various sectors.
Canonical operates with a pioneering approach to global distributed collaboration, boasting over 1200 colleagues in more than 75 countries, with minimal office-based roles. Teams convene in person two to four times a year in exciting locations worldwide to align on strategy and execution. The organization is founder-led, profitable, and growing.
We are seeking managers for both our Cloud Support Group and Devices Support Group. Regional Support Managers lead world-class support teams that address complex technical challenges for customers globally using Ubuntu Server, Ubuntu Desktop, and public cloud solutions. Successful candidates will demonstrate a strong customer focus, ensuring satisfaction, alongside technical excellence, maintaining the support team's knowledge of our technology and providing rapid troubleshooting.
Key Responsibilities:
- Manage a professional support team, focusing on skills development and performance management.
- Ensure operational control, shift scheduling, and accountability for key performance indicators (KPIs).
- Guarantee that all customer cases are responded to within the service level agreement (SLA) and handled professionally.
- Act as the customer escalation contact and manage escalations effectively.
- Maintain accountability for customer satisfaction.
- Contribute to improving the support knowledge base and team processes.
- Hire, develop, and train support teams to meet business needs.
- Collaborate with the leadership team to drive growth and transformation initiatives.
Qualifications:
- Extensive command-line interface (CLI) experience with Linux at a technical level (Support, Development, Implementation).
- Leadership experience, preferably with team management skills.
- Confidence under pressure and proven records of high customer focus.
- Proficiency in English is required; fluency in a second language is preferred.
- Excellent verbal and written communication skills.
- Experience with Linux Desktop, OpenStack, public cloud, or virtualization technologies.
- Proven experience in contributing to open source projects.
- Software development experience and previous roles in support organizations.
- Hands-on experience with Canonical's products.
What We Offer:
Canonical considers geographical location, experience, and performance when shaping compensation worldwide, revisiting it annually. Along with competitive base pay, we offer performance-driven annual bonuses or commissions. Additional benefits include:
- Distributed work environment with twice-yearly team sprints.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review and recognition rewards.
- Annual holiday leave, maternity and paternity leave.
- Employee Assistance Programme.
- Opportunities to travel to meet colleagues and attend company events.
About Canonical:
Canonical is at the forefront of the global move to open source, with its flagship project, Ubuntu, significantly impacting the fields of AI, IoT, and cloud computing. We recruit globally and maintain high standards for new hires, emphasizing excellence to succeed in our mission. Most colleagues work remotely, fostering a progressive and innovative work culture.
Canonical is an equal opportunity employer, committed to creating a diverse and inclusive workplace. All applicants will be given fair consideration regardless of their background or identity.
