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 technical support role at Canonical involving troubleshooting and resolving issues related to Ubuntu and open source products, providing excellent customer service, and supporting office infrastructure and events in a collaborative, global environment.
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 support cases from qualification to resolution, ensuring adherence to SLAs and high customer satisfaction
- Engage with customers via phone, ticketing system, and remote sessions to resolve issues
- Maintain and contribute to knowledge base articles for shared learning
- Support technical onboarding and infrastructure setup for new employees and office events
- Research and escalate issues as needed, providing accurate diagnosis and guidance
- Understand Ubuntu development processes to set realistic customer expectations
- Participate in training, team activities, and contribute to continuous learning
Requirements
- Provide technical support for employees and customers, including troubleshooting issues related to Canonical's portfolio of products and resolving complex customer problems.
- Own and manage support cases from problem qualification to full resolution, ensuring they are handled according to the company's 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, ensuring shared knowledge and lessons learned are accessible to customers.
- Understand the Ubuntu development process to set accurate customer expectations regarding timelines for fixes.
- Work from the Canonical London Office and provide technical support for office employees, including technical onboarding support for new employees.
- Provide technical and infrastructure support during office events, including AV support for conferences and events.
- Investigate issues reported by customers by researching and escalating issues as needed.
- Troubleshoot Linux-related problems, including collecting logs and stack traces, and fine-tuning configurations by editing configuration files.
- Troubleshoot Linux integration with other environments such as authentication directory services and network file systems.
- 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 role.
- Possess programming fundamentals in any language.
- Have extensive customer support experience, with a strong focus on customer needs as a top priority.
- Communicate professionally, emphatically, and clearly, setting the right expectations with customers.
- Possess an undergraduate degree in a technical subject or demonstrate a compelling alternative educational or experiential background.
- Have a professional level of written and spoken English with excellent presentation skills.
- Be willing and able 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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