Linux Desktop & Devices Support Engineer

Linux Desktop & Devices Support Engineer

Join Canonical as a Linux Desktop & Devices Support Engineer
. Canonical is a leading provider of open source software and operating systems, with Ubuntu widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT.

This is a globally remote role unless otherwise specified.

• Investigate issues reported by customers by researching and escalating incidents.
• Work to resolve complex customer problems related to Canonical’s portfolio of products.
• Own support cases and ensure they are handled according to our Service Level Agreement, setting the right expectations and fulfilling commitments.
• 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 to share lessons learned with customers.
• Understand the Ubuntu development process to set realistic customer expectations on fix timelines.

• 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 path.
• Track record of exceeding expectations to achieve outstanding results.
• Experience with Linux troubleshooting (collecting logs, analyzing stack traces, editing configuration files).
• Experience with Linux integration with authentication/directory services, network file systems, etc.
• Ability to navigate stack traces and logs, advise on next steps, and determine when to escalation.
• Solid understanding of OS and application‑level bugs and when to pass on to the correct team.
• Ability to learn quickly, thrive on change, and handle pressure in a customer‑facing role.
• Programming fundamentals in any language.
• Willingness to travel internationally twice a year for company events up to two weeks.
• Extensive customer support experience; prioritise customer needs and communicate professionally, emphatically, and clearly.

• 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 and 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, Canonical is changing the world of software. We recruit on a global basis and set a very high standard for new employees.

Canonical is an equal opportunity employer. We 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.