Linux Desktop Support Engineer London UK office
CanonicalLondon, United Kingdom
Full Time
Posted April 1, 2026
Not Specified
Remote
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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 and own support cases from qualification to full resolution, ensuring 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 office infrastructure, including onboarding new employees and supporting office events
- Research and escalate issues as needed, understanding Ubuntu development timelines
- Identify opportunities to improve support services and customer experience
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 results.
- Handle support cases according to the 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 accurate customer expectations regarding timelines for fixes.
- Work from the Canonical London Office and provide technical support for employees, including technical onboarding support for new employees.
- Provide technical and infrastructure support during office events, including AV support for conferences and events.
- Identify and suggest opportunities to improve service quality.
- Troubleshoot Linux issues by collecting logs and stack traces, and fine-tuning configurations.
- Perform Linux integration with other environments such as authentication directory services and network file systems.
- Navigate stack traces and logs effectively, advise on next steps, and escalate OS and application 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 strong focus on customer needs as the top priority.
- Communicate professionally, emphatically, and clearly, setting the right expectations.
- 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.
- Have an excellent academic track record from high school and university.
- Be familiar with Linux troubleshooting, including collecting logs, analyzing stack traces, and editing configuration files.
- Be able to learn quickly, adapt to change, and work under pressure in a customer-facing environment.
Benefits & Perks
Compensation range varies based on location, experience, and performance, with annual reviews and potential for bonuses or commissions
Work schedule includes participation in a weekend rotation
Work environment perks include a distributed work environment with in-person team sprints twice a year, and opportunities to travel to new locations for company events
Additional benefits include a 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, travel upgrades for long haul company events, and access to Priority Pass
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