Linux Desktop & Devices Support Engineer

Linux Desktop & Devices Support Engineer – Canonical

Canonical is a leading provider of open‑source software and operating systems, with its flagship platform Ubuntu driving breakthroughs in public cloud, data science, AI, engineering innovation and IoT. Our customers include the world’s leading public cloud and silicon providers, and industry leaders in many sectors. The company is founder‑led, profitable and growing, with over 1,100 colleagues in more than 75 countries.

This is an opportunity for a Linux Engineer/Administrator with a passion for Linux and Customer Success to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open‑source products. You will be accountable for delivering an outstanding technical support experience across the full Desktop and Server technical stack. From problem qualification to full resolution, you will own and manage your cases and, when needed, transfer them to colleagues or involve senior engineers.

• Investigate issues reported by customers by researching and escalating as needed.
• Work to resolve complex customer problems related to Canonical’s portfolio of products.
• Ensure each support case is handled according to our SLA with the highest possible customer satisfaction.
• Engage directly with customers via phone, ticketing system, and remote sessions to resolve their issues.
• Participate in a regular weekend working rotation.
• Contribute new knowledge‑base articles and maintain existing ones, ensuring shared knowledge and lessons learned are available to customers.
• Understand Ubuntu development process to set realistic timelines for a fix.

• Professional written and spoken English, excellent presentation skills.
• Exceptional academic track record.
• Undergraduate degree in a technical subject or a compelling narrative about an alternative chosen path.
• Track record of going above and beyond expectations to achieve outstanding results.
• Experience with Linux troubleshooting (collecting logs and stack traces, fine‑tuning configuration files).
• Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.).
• Solid understanding of OS and application‑level bugs and when to elevate to the correct team.
• Ability to navigate effectively stack traces and logs, and advise on next steps.
• Programming fundamentals in any language.
• Ability to learn quickly, thrive on change and handle the pressure of a customer‑facing job.
• Ability to travel internationally twice a year for company events up to two weeks long.
• Extensive customer support experience is key.

• Distributed work environment with twice‑yearly team sprints in person.
• 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 to meet colleagues.
• Priority Pass and travel upgrades for long‑haul company events.

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, Canonical plays a pivotal role in the AI, IoT and cloud ecosystems. We recruit on a global basis and expect excellence from all our colleagues.

Canonical is an equal‑opportunity employer. We foster a workplace free from discrimination. Diversity of experience, perspectives, and background creates a better work environment and better products. Whatever your identity, we will give your application fair consideration.

Seniority level:
Entry level

Employment type:

Full‑time

Job function:
Information Technology

Industries:
Software Development

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