Linux Desktop Devices Support Engineer
CanonicalRemote
Full Time
Posted September 18, 2025
Not Specified
Remote
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Job Description
A Linux Engineer Administrator role focused on providing technical support and troubleshooting for Canonical's open source products, primarily Ubuntu, to ensure customer success and satisfaction in a remote, globally distributed environment.
Key Responsibilities
- Investigate and research customer-reported issues related to Canonical's products
- Resolve complex customer problems and ensure timely resolution according to SLAs
- Engage with customers via phone, ticketing system, and remote sessions to provide support
- Own and manage support cases, setting appropriate expectations and fulfilling commitments
- Contribute to and maintain knowledge base articles for shared learning
- Understand Ubuntu development processes to set accurate customer expectations on issue resolution timelines
- Prioritize customer issues and make judgment calls to maximize support effectiveness
Requirements
- Investigation of 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 and ensuring that each support case is handled according to the Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling commitments
- Engagement with customers directly and collaboration via phone, ticketing system, and remote sessions to resolve their issues
- Participation in a regular weekend working rotation
- Contribution to new knowledge base articles and maintenance of existing articles to ensure shared knowledge and lessons learned are available to customers
- Understanding of Ubuntu development process to be able to set customer expectations correctly on timeline for a fix
- Professional written and spoken English with excellent presentation skills
- An excellent academic track record from both high school and university
- An undergraduate degree in a technical subject or a compelling narrative about an alternative chosen path
- A track record of going above-and-beyond expectations to achieve outstanding results
- Experience with Linux troubleshooting, including collecting logs and stack traces, and fine-tuning by editing configuration files
- Experience with Linux integration with other environments such as authentication directory services, network file systems, etc.
- Ability to navigate effectively through 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 customer needs being the top priority
- Professional, empathetic, and clear communication skills, with the ability to set the right expectations
Benefits & Perks
Compensation is based on location, experience, and performance, with annual reviews and more frequent reviews for graduates and associates
Performance-driven annual bonus or commission
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
Ready to Apply?
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