Linux Desktop Support Associate London UK office
CanonicalLondon, United Kingdom
Full Time
Posted December 1, 2025
Not Specified
Remote
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Application opens on company website
Job Description
A Linux Support Engineer responsible for providing technical support to customers and employees, troubleshooting Linux-related issues, and ensuring high customer satisfaction through effective problem resolution and collaboration.
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 compliance and high customer satisfaction.
- Engage with customers via phone, ticketing systems, and remote sessions to resolve technical 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 provide guidance on logs, stack traces, and bug identification.
- Participate in training, team gatherings, and company events to stay current with products and technologies.
Requirements
- Provide technical support for employees and customers, including investigating issues reported by customers through research and escalation.
- Resolve complex customer problems related to Canonical’s portfolio of products, ensuring ownership of support cases and handling them 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 issues.
- Participate in a regular weekend working rotation.
- Contribute to and maintain knowledge base articles to ensure shared knowledge and lessons learned are available 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, 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.
- Possess 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 educational or experiential path.
- Have a proven 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 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.
- Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
- Programming fundamentals in any language.
- Customer support experience of at least 2 years, with a focus on customer needs as top priority.
- Ability to communicate professionally, emphatically, and clearly, setting the right expectations.
- Willingness and ability to travel internationally twice a year for company events, with trips lasting up to two weeks.
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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