Linux Desktop & Devices Support Engineer

Linux Desktop & Devices Support Engineer – Canonical

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. With a global team of 1100+ colleagues, we support innovation across 75+ countries.

This position is a globally remote role, unless otherwise specified. You will own and manage support cases across the Desktop and Server technical stack, ensuring timely resolution and high customer satisfaction.

• Investigate and resolve customer issues, escalating complex problems as needed.
• Work with Canonical’s product portfolio to deliver comprehensive solutions.
• Ensure all cases meet SLA expectations and set correct customer expectations.
• Engage customers via phone, ticketing system, and remote sessions.
• Participate in a regular weekend working rotation.
• Contribute to new and existing knowledge base articles.
• Understand Ubuntu development process to accurately set timelines for fixes.

• Professional written and spoken English with excellent presentation skills.
• Strong academic background with a technical undergraduate degree (or a compelling alternative path).
• Experience with Linux troubleshooting, log analysis, and configuration tuning.
• Experience integrating Linux with authentication/directory services, network file systems, etc.
• Ability to navigate stack traces and logs, and advise on next steps.
• Solid understanding of OS and application level bugs and when to elevate issues.
• Ability to learn quickly, thrive on change, and handle customer‑facing pressure.
• Programming fundamentals in any language.
• Willingness to travel internationally twice a year for company events up to two weeks long.
• Extensive customer support experience with focus on clear communication and setting expectations.

• Distributed work environment with low‑frequency in‑person team sprints.
• Annual personal learning and development budget (USD 2,000).
• 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 a pioneering tech firm leading the global shift to open source. As the company that publishes Ubuntu—one of the most important open source projects—Canonical empowers AI, IoT, and cloud innovations worldwide.

Canonical is an equal‑opportunity employer. We foster a workplace free from discrimination and value diversity in experience, perspective, and background to create a better environment and better products.