Linux Desktop & Devices Support Engineer

Canonical is a leading provider of open source software and operating systems, known for its Ubuntu platform that powers public cloud, data science, AI, engineering innovation, and IoT initiatives worldwide. The company works with industry leaders across many sectors and maintains a distributed team culture with remote work and occasional in‑person gatherings.

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

• Investigate issues reported by customers by researching and escalating problems.
• Work to resolve complex customer problems related to Canonical’s portfolio of products.
• Own support cases, ensuring they are handled according to SLA with the highest customer satisfaction, setting expectations and fulfilling commitments.
• Engage directly with customers via phone, ticketing system, and remote sessions to resolve issues.
• Participate in a regular weekend working rotation.
• Contribute new knowledge base articles and maintain existing ones to share lessons learned with customers.
• Understand Ubuntu development process to set accurate customer expectations about fix timelines.

• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record (high school and university) or an alternative compelling narrative.
• Undergraduate degree in a technical subject or a compelling narrative about an alternative chosen path.
• Track record of exceeding expectations to achieve outstanding results.
• Experience with Linux troubleshooting (collecting logs, stack traces, editing configuration files).
• Experience integrating Linux with authentication/directory services, network file systems, etc.
• Ability to navigate effective stack traces and logs, 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 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; customer needs are top priority.
• Professional, empathic, clear communication; set right expectations.

• 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 an equal‑opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background creates a better work environment and better products. Whatever your identity, we will give your application fair consideration.