Support Engineering Manager

Company: Canonical –

WebSite: Makkah, Saudi Arabia

Job Description:**Canonical is a leading provider of open source software and operating systems to the global enterprise and technology sectors. Our platform, Ubuntu, is extensively utilized in pivotal enterprise initiatives, including public cloud, data science, artificial intelligence, engineering innovation, and the Internet of Things. Our clientele encompasses prominent public cloud and silicon providers, as well as industry leaders across diverse sectors. As a pioneer in global distributed collaboration, Canonical comprises over 1200 professionals in more than 75 countries, with minimal emphasis on office-based roles. Teams convene in person two to four times annually, at various international locations, to align on strategic objectives and execution. The company is founder-led, profitable, and experiencing continued growth.**

**We are currently seeking Regional Support Managers to lead our world-class Support teams, providing advanced technical solutions to clients globally on Ubuntu Server, Ubuntu Desktop, and public cloud platforms. Ideal candidates will demonstrate a strong commitment to customer satisfaction, ensuring consistent service excellence, and possess exceptional technical acumen, maintaining up-to-date expertise in our technologies to facilitate prompt and effective troubleshooting. We are recruiting managers for both the Cloud Support Group and the Devices Support Group.**

**The successful candidate will thrive in a dynamic environment, assume accountability for customer deliverables, and embrace challenges. Furthermore, a deep commitment to team well-being, skills development, and career advancement is essential.**

**Key responsibilities include:**

* **Managing a team of professional support engineers, encompassing skills enhancement and performance management.**
* **Exercising operational control, managing shift schedules, and maintaining accountability for key performance indicators (KPIs).**
* **Ensuring timely and professional responses to all customer inquiries within established service level agreements (SLAs).**
* **Serving as the primary escalation point for customer issues, ensuring appropriate resolution.**
* **Maintaining accountability for customer satisfaction.**
* **Contributing to the support knowledge base.**
* **Implementing continuous improvements to team processes and support service delivery.**
* **Recruiting, developing, and training support team members to meet evolving business needs.**
* **Collaborating with the leadership team to drive growth and transformation initiatives.**

**Desired Qualifications:**

* **Extensive command-line interface (CLI) experience with Linux at a technical level (Support, Development, Implementation).**
* **Demonstrated leadership experience, preferably with team management responsibilities.**
* **Proven ability to maintain composure under pressure, with a documented history of prioritizing customer satisfaction.**
* **Proficiency in at least two languages, with English as the primary language.**
* **Experience or knowledge of Linux Desktop, OpenStack, Public Cloud, or Virtualization technologies.**
* **Documented contributions to Open Source projects.**
* **Software development experience.**
* **Experience working within support organizations.**
* **Hands-on experience with Canonical’s product suite.**

**Canonical offers a comprehensive compensation and benefits package, reflecting geographical location, experience, and performance. Compensation is reviewed annually, with more frequent reviews for recent graduates and associates, to recognize outstanding contributions. In addition to base salary, a performance-based annual bonus or commission is offered. All team members receive supplementary benefits aligned with our core values and ideals, tailored to local needs while ensuring global equity.**

**Benefits include:**

* **Distributed work environment with bi-annual in-person team sprints.**
* **Personal learning and development budget of USD 2,000 per year.**
* **Annual compensation review.**
* **Recognition rewards.**
* **Annual holiday leave.**
* **Maternity and paternity leave.**
* **Employee Assistance Programme.**
* **Opportunity to travel to new locations for colleague interaction.**
* **Priority Pass and travel upgrades for long-haul company events.**

**About Canonical:**

**Canonical is a pioneering technology firm at the forefront of the global open-source movement. As the publisher of Ubuntu, a pivotal open-source project and the platform for AI, IoT, and cloud computing, we are transforming the software landscape. We recruit globally and maintain stringent standards for all personnel. Excellence is expected; success requires us to be the best in our respective fields. Most Canonical employees have worked remotely since the company’s inception in 2004. Employment with Canonical represents an opportunity to embrace the future, challenging you to think innovatively, work efficiently, acquire new skills, and excel in your performance.**

**Canonical is an equal opportunity employer committed to fostering a workplace free from discrimination. We believe that diversity of experience, perspectives, and backgrounds enhances our work environment and product development. All applications will be given fair consideration regardless of identity.**

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