Linux Desktop Support Associate London UK office
CanonicalLondon, United Kingdom
Full Time
Posted September 18, 2025
Not Specified
Remote
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Job Description
A Linux Support Engineer responsible for providing technical support, troubleshooting, and infrastructure management for Canonical's products and office environment, ensuring high customer satisfaction and efficient operations.
Key Responsibilities
- Deliver technical support to employees and customers for Canonical's products and infrastructure
- Investigate, troubleshoot, and resolve complex customer issues related to Linux and Canonical's portfolio
- Manage and own support cases from problem qualification to full resolution, ensuring SLA adherence and customer satisfaction
- Engage with customers via phone, ticketing system, and remote sessions to resolve issues
- Contribute to and maintain knowledge base articles for shared learning and support efficiency
- Support technical onboarding and infrastructure setup for new employees and office events
- Research and escalate issues as needed, and advise on next steps by analyzing logs and stack traces
- Participate in training, team gatherings, and company events to stay updated on products and technologies
Requirements
- Provide technical support for employees and customers, including investigating issues reported by customers by researching and escalating issues, and resolving complex customer problems related to Canonical s portfolio of products.
- Own and manage support cases from problem qualification to full resolution, ensuring each case is handled according to the Service Level Agreement (SLA) with the highest possible customer satisfaction.
- Engage directly with customers via phone, ticketing system, and remote sessions to resolve their issues.
- Participate in a regular weekend working rotation.
- Contribute to and maintain knowledge base articles, ensuring shared knowledge and lessons learned are accessible to customers.
- Understand the Ubuntu development process to set customer expectations correctly on timelines for fixes.
- Work from the Canonical London Office and provide technical support for employees, including familiarizing with and owning the technical infrastructure supporting the office and supporting events and customer demos.
- Provide technical onboarding support for new employees.
- Provide technical and infrastructure support during office events.
- Identify and suggest opportunities to improve service quality.
- Troubleshoot Linux issues by collecting logs and stack traces, and fine-tuning configurations by editing configuration files.
- Troubleshoot Linux integration with other environments such as authentication directory services, network file systems, etc.
- Navigate effectively through stack traces and logs, advise on next steps, and escalate OS and application level bugs to the correct team when necessary.
- Learn quickly, thrive on change, and handle the pressure of a customer-facing job.
- Possess programming fundamentals in any language.
- Travel internationally twice a year for company events, with each trip up to two weeks long.
- Have extensive customer support experience, with a focus on customer needs being the top priority.
- Communicate professionally, emphatically, and clearly, setting the right expectations.
- Possess an undergraduate degree in a technical subject or demonstrate a compelling narrative about an alternative chosen path.
- Have a professional level of written and spoken English with excellent presentation skills.
- Demonstrate a track record of going above-and-beyond expectations to achieve outstanding results.
- Be able to provide technical support for Linux, including troubleshooting, log collection, and configuration editing.
- Have experience with Linux integration with other environments such as authentication directory services and network file systems.
- Be able to effectively navigate logs and stack traces to advise on next steps.
- Have a solid understanding of OS and application-level bugs and when to escalate to the correct team.
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
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