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 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.

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

• 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.
• Understand Ubuntu development process to set customer expectations correctly on timelines for a fix.

• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record from both high school and university.
• Undergraduate degree in a technical subject or a compelling narrative about your 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 stack traces and logs, and advise 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, with focus on customer needs, professional communication and setting the right expectations.

• Distributed work environment with twice‑yearly team sprints in person.
• Personal learning & 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 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.