Linux Desktop Devices Support Engineer
CanonicalRemote
Full Time
Posted September 18, 2025
Not Specified
Remote
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Application opens on company website
Job Description
A Linux Engineer Administrator role focused on providing technical support and troubleshooting for Canonical's Ubuntu products, ensuring high customer satisfaction through effective problem resolution and collaboration 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 technical support
- Own and manage support cases, setting appropriate expectations and ensuring customer satisfaction
- Contribute to and maintain knowledge base articles for shared learning and support efficiency
- Understand Ubuntu development processes to accurately set customer expectations on issue resolution timelines
- Participate in training, team gatherings, and company events to enhance skills and knowledge
Requirements
- 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 and network file systems.
- 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.
- Programming fundamentals in any programming language.
- Customer support experience with a focus on delivering high customer satisfaction and handling customer issues professionally and clearly.
- Excellent written and spoken English with excellent presentation skills.
- An undergraduate degree in a technical subject or a compelling narrative about an alternative chosen path.
- Experience of going above-and-beyond expectations to achieve outstanding results.
- Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
- Ability to travel internationally twice a year for company events, with each trip up to two weeks long.
- Understanding of Ubuntu development process to set customer expectations correctly on timeline for a fix.
- Ownership of support cases and ensuring they are handled according to Service Level Agreement (SLA) with the highest possible customer satisfaction.
- Engagement with customers via phone, ticketing system, and remote sessions to resolve issues.
- Participation in a regular weekend working rotation.
- Contributing to and maintaining knowledge base articles to share lessons learned and solutions.
Benefits & Perks
Compensation is based on geographical 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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