Linux Desktop & Devices Support Engineer

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.

We are a pioneer of global distributed collaboration, with over 1,100 colleagues in more than 75 countries and very few office‑based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution. The company is founder‑led, profitable and growing.

Location:

This is a globally remote role, unless specified otherwise.

This is an opportunity for a Linux Engineer/Administrator with a passion for Linux and Customer Success to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open‑source products. When you join, you will be accountable for delivering an outstanding technical support experience on the full desktop and server technical stack m problem qualification to full resolution, you will own and manage your cases.

When necessary, you will transfer cases to colleagues or involve senior engineers.

Your day‑to‑day job is to provide technical expertise, be an excellent communicator and a service‑oriented professional. Every day you will make judgment calls to prioritize customer issues and maximize your effectiveness. You will also set aside time to learn about our new products and technologies and evolve as a professional. You will participate in various training sessions, team gatherings and company events.

• Investigate issues reported by customers by researching and escalating issues.
• Work to resolve complex customer problems related to Canonical's portfolio of products.
• Own results: ensure that each support case you own 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 the Ubuntu development process to set customer expectations correctly on the timeline for a fix.

• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record from high school and university.
• Undergraduate degree in a technical subject or a compelling narrative about an 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
  • Linux integration with other environments (authentication/directory services, network file systems, etc.).
  • Ability to navigate effectively stack traces and logs, and 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 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 is key:
  • Customer needs are always a top priority.
  • Communicate professionally, emphatically, clearly and set the right expectations.

• Distributed work environment with twice‑yearly team sprints in person.
• 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…