Linux Desktop & Devices Support Engineer

Canonical is a leading open‑source software provider whose flagship platform, Ubuntu, powers a broad range of enterprise initiatives including public cloud, data science, AI, engineering innovation and IoT. With more than 1,100 colleagues across 75+ countries, Canonical thrives on global collaboration and remote work, convening only a few in‑person meetings each year.

Linux Engineer/Administrator – Supporting the technical needs of customers who use Ubuntu and other Canonical open‑source products. You will deliver a high‑quality support experience on the full Desktop and Server stack, owning cases from qualification to resolution and collaborating with senior engineers as needed.

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

• Investigate and research customer issues, escalating when appropriate.
• Resolve complex problems across Canonical’s product portfolio.
• Ensure each support case meets SLA commitments, setting clear expectations and fulfilling promises.
• Engage customers via phone, ticketing, and remote sessions to achieve resolutions.
• Participate in a regular weekend working rotation.
• Contribute new and updated knowledge‑base articles for shared learning.
• Understand the Ubuntu development process to set realistic timelines for fixes.

• Professional written and spoken English with excellent presentation skills.
• Strong academic background (high‑school and university level).
• Undergraduate degree in a technical subject or a compelling narrative of an alternative path.
• Track record of exceeding expectations to achieve outstanding results.
• Experience troubleshooting Linux (logs, stack traces, configuration editing).
• Experience integrating Linux with authentication/directory services, network file systems, etc.
• Technical troubleshooting skills:
  • Navigate stack traces and logs, advising on next steps.
  • Solid understanding of OS and application bugs, and know when to raise the issue to the correct team.
• Ability to learn quickly, thrive on change, and handle the pressure of a customer‑facing role.
• Programming fundamentals in any language.
• Will travel internationally twice a year for up to two weeks for company events.
• Extensive customer support experience.
  • Customer needs are top priority.
  • Communicate professionally, emphatically and clearly, setting 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 and performance‑driven bonus or commission.
• Recognition rewards and 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 open‑source movement. Publishing Ubuntu—the platform for AI, IoT, and the cloud—Canonical leads transformative projects across industries. We recruit globally, set high standards, and value excellence. The majority of colleagues work from home, and the culture encourages innovation, learning, and collaboration.

Canonical is an equal‑opportunity employer that fosters a workforce free from discrimination. Diversity of experience, perspective, and background enriches our environment and enhances our products. All applicants receive fair consideration, regardless of identity.