Linux Desktop & Devices Support Engineer

Linux Desktop & Devices Support Engineer

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as 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. Canonical is a pioneer of global distributed collaboration, with over 1100 colleagues in 75+ countries and very few office‑based roles.

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. If you have a passion for technology and an eagerness to learn, you will enjoy working with some of the best people in the industry.

You will be accountable for delivering an outstanding technical support experience on the full Desktop and Server technical stack m problem qualification to full resolution, you will own and manage your cases, transferring them to colleagues or involving senior engineers when needed.

Your day‑to‑day job is to provide technical expertise, communicate effectively, and be service‑oriented. You will make judgment calls to prioritize customer issues and maximize your effectiveness, while setting time aside to learn new products and technologies and evolve professionally. Training sessions, team gatherings, and company events are part of the schedule.

Location: This is a globally remote role, unless specified otherwise.

The role entails:

• Investigate issues reported by customers through research and escalation.
• Work to resolve complex customer problems related to Canonical's portfolio of products.
• Ensure each support case is handled according to the Service Level Agreement (SLA) with the highest possible customer satisfaction by setting expectations and fulfilling commitments.
• Engage directly with customers via phone, ticketing systems, and remote sessions to resolve issues.
• Participate in a regular weekend working rotation.
• Contribute new knowledge‑base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
• Understand the Ubuntu development process to set accurate customer expectations for timelines of fixes.

What are we looking for in you?

• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record from high school and university.
• 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 by editing configuration files).
• Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.).
• Troubleshooting experience:
  • Navigate effectively through stack traces and logs, advising on next steps.
  • Solid understanding of OS and application‑level bugs and when to escalate to the correct team.
• Ability to learn quickly, thrive on change, and handle the pressure of a customer‑facing job.
• Programming fundamentals in any language.
• Ability to travel internationally twice a year for company events up to two weeks long.
• Extensive customer support experience is key:
  • Customer needs are top priority.
  • Communicate professionally, emphatically, clearly, and set the right expectations.

What we offer colleagues:

• Distributed work environment with twice‑yearly 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 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, one of the most important open‑source…