Linux Desktop & Devices Support Engineer

Position Overview

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. With customers that include the world’s leading public cloud and silicon providers and industry leaders in many sectors, Canonical is a pioneer of global distributed collaboration with over 1100 colleagues across 75+ countries.

This is an opportunity for a Linux Engineer/Administrator passionate about Linux and Customer Success to support the technical needs of customers leveraging Ubuntu and open source products. In this role, you will deliver outstanding technical support—from problem qualification to full resolution—and manage your support cases from start to finish. You will be required to collaborate with peers, engage directly with customers, and continuously expand your technical expertise.

Location: This is a globally remote role, unless specified otherwise.

Key Responsibilities

• Investigate issues reported by customers by researching and escalating problems as needed.
• Work to resolve complex customer problems related to Canonical's portfolio of products.
• Own and manage support cases to ensure resolution within the defined Service Level Agreement (SLA), setting proper expectations and delivering high customer satisfaction.
• Engage directly with customers through phone, ticketing systems, and remote sessions to resolve issues.
• Participate in a regular weekend working rotation and contribute to knowledge base articles for shared customer learning.
• Understand the Ubuntu development process to set accurate customer expectations on fix timelines.

Required Qualifications

• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record from both high school and university, or a compelling alternative narrative.
• Experience with Linux troubleshooting, including collecting logs, stack traces, and fine‑tuning by editing configuration files.
• Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.).
• Ability to navigate stack traces and logs, advise on next steps, and escalate to the appropriate team when necessary.
• Programming fundamentals in any language.
• Ability to learn quickly, thrive on change, and handle the challenges of a customer‑facing role.
• Willingness and ability to travel internationally twice a year for company events up to two weeks long.
• Extensive customer support experience with a commitment to putting customer needs first and communicating professionally.

Benefits & Perks

• Compensation is competitive and is reviewed annually based on geographical location, experience, and performance.
• Opportunity to work with industry-leading technologies and professionals.
• Access to regular training sessions, team gatherings, and company events designed to support your professional growth.