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 initiatives such as public cloud, data science, AI, engineering innovation and IoT.

This role is fully remote and offers the opportunity to work closely with customers leveraging Ubuntu and open source products, providing outstanding technical support on the full desktop and server technical stack.

You will be accountable for delivering an outstanding technical support experience, from problem qualification to full resolution, owning and managing your cases and, when needed, transferring them to colleagues or involving senior engineers.

Your day‑to‑day work includes providing technical expertise, excellent communication, prioritising customer issues, and continuous learning of new products and technologies.

• Investigate issues reported by customers by researching and escalating issues
• Work to resolve complex customer problems related to Canonical's portfolio of products.
• Ownership of results:
  Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
• Engage directly with customers and work collaboratively by 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 articles, ensuring shared knowledge and lessons learned are available to customers.
• Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.

• 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:
  • Linux integration with other environments (authentication/directory services, network file systems, etc.)
  • Ability to navigate effectively stack traces and logs, and advise on next steps.
  • Solid understanding of OS and Application level bugs and when to elevate 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.

• 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, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software.

Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create 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
• Industry: Software Development