Linux Desktop & Devices Support Engineer

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Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is used extensively in public cloud, data science, AI, engineering innovation and IoT. With a worldwide presence, Canonical operates on a founder‑led, profitable and growing model, employing more than 1,100 colleagues across 75+ countries.

This is a globally remote role, unless otherwise specified.

As a Linux Desktop & Devices Support Engineer, you will deliver outstanding technical support across the entire Desktop and Server stack. From problem qualification to resolution you will own and manage your support cases, escalating to senior engineers when needed. You will provide expert consulting, prioritize customer issues, learn new products, and contribute to continuous improvement.

• Investigate customer issues by researching and escalating problems.
• Resolve complex customer problems related to Canonical’s portfolio of products.
• Ensure each support case meets our Service Level Agreement (SLA) and achieves the highest possible customer satisfaction.
• Engage directly with customers via phone, ticketing system and remote sessions.
• Participate in a regular weekend working rotation.
• Contribute new knowledge‑base articles and maintain existing ones to share lessons learned.
• Understand the Ubuntu development process to set realistic customer expectations on fix timelines.

• Proficient written and spoken English with excellent presentation skills.
• Strong academic record from high school and university.
• Undergraduate degree in a technical subject or a compelling alternative path.
• Track record of exceeding expectations for outstanding results.
• Experience with Linux troubleshooting, including log collection, stack‑trace analysis and configuration editing.
• Experience with Linux integration into environments such as authentication/directory services and network file systems.
• Ability to navigate stack traces and logs, advise on next steps, and identify when escalation is required.
• Fast learner, adaptable to change, and able to manage the pressure of 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 is essential.

• Distributed work environment with twice‑yearly in‑person team sprints.
• Personal learning and development budget of USD 2,000 per year.
• Annual compensation review and performance‑driven bonus or commission.
• Recognition rewards.
• Annual holiday leave.
• Maternity and paternity leave.
• Employee Assistance Programme.
• Opportunities 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 shift to open source. As the publishing company behind Ubuntu, one of the most influential open‑source projects, Canonical is a driver of software innovation. We recruit globally and hold high standards for our people, encouraging learning, growth and excellence.

Canonical is an equal opportunity employer. We foster a workplace free from discrimination, valuing diversity of experience, perspective and background to create a better work environment and better products. Whatever your identity, we will give your application fair consideration.