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 effective resolution of complex issues.
Key Responsibilities
- Investigate and resolve customer-reported issues related to Canonical's products
- Own and manage support cases from qualification to full resolution
- Provide technical support for office infrastructure, events, and employee onboarding
- Collaborate with customers via phone, ticketing, and remote sessions to resolve issues
- Maintain and contribute to knowledge base articles for shared learning
- Understand Ubuntu development processes to set accurate customer expectations
- Troubleshoot Linux systems, including log analysis and configuration editing
- Assist with Linux integration with other environments and services
- Escalate complex OS and application bugs to appropriate teams
- Participate in training, team gatherings, and company events
Requirements
- Provide technical support for employees and customers, including troubleshooting issues related to Canonical's portfolio of products, and own and manage support cases from problem qualification to full resolution.
- Research and escalate customer-reported issues, and resolve complex customer problems related to Canonical’s products.
- Ensure support cases are handled according to the company's Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling commitments.
- Engage directly with customers via phone, ticketing system, and remote sessions to resolve issues.
- Participate in a regular weekend working rotation.
- Contribute to and maintain knowledge base articles, ensuring shared knowledge and lessons learned are available to customers.
- Understand the Ubuntu development process to set customer expectations correctly on timelines for fixes.
- Have an excellent command of professional written and spoken English, with excellent presentation skills.
- Hold an undergraduate degree in a technical subject or demonstrate a compelling narrative about an alternative chosen path.
- Have a proven track record of going above-and-beyond expectations to achieve outstanding results.
- Familiarize with and own the technical infrastructure supporting the office, including supporting events and customer demos, and provide technical onboarding support for new employees.
- Provide technical and infrastructure support during office events and identify opportunities to improve service.
- 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 stack traces and logs effectively, advise on next steps, and escalate OS and application bugs to the correct team when necessary.
- Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing role.
- Possess programming fundamentals in any language.
- Be able to travel internationally twice a year for company events, with each trip up to two weeks long.
- Extensive customer support experience, with a focus on prioritizing customer needs, communicating professionally, emphatically, and clearly, and setting the right expectations.
Benefits & Perks
Competitive compensation with annual review and performance-driven bonus or commission
Distributed work environment with in-person team sprints twice a year
Personal learning and development budget of USD 2,000 per year
Recognition rewards
Annual holiday leave
Maternity and paternity leave
Employee Assistance Programme
Opportunity to travel to new locations to meet colleagues
Travel upgrades and Priority Pass for long haul company events
Ready to Apply?
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