Linux Desktop Support Engineer London UK office
CanonicalLondon, United Kingdom
Full Time
Posted February 5, 2026
Not Specified
Remote
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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 knowledge sharing.
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
- Engage with customers via phone, ticketing system, and remote sessions to resolve issues
- Maintain and contribute to 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 based on logs and stack traces
- Understand Ubuntu development processes to set accurate customer expectations on timelines
- 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, 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 available to customers.
- Understand the Ubuntu development process to set customer expectations correctly on timelines for fixes.
- Familiarize with and own the technical infrastructure supporting the office, events, and customer demos, including providing technical onboarding support for new employees and 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 chosen path.
- Have an extensive 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 stack traces and logs effectively 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.
- Ability to travel internationally twice a year for company events, with each trip up to two weeks long.
- Extensive customer support experience, with customer needs being the top priority.
- Ability to communicate professionally, emphatically, and clearly, setting the right expectations.
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 in-person team sprints twice a year
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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