Linux Desktop & Devices Support Engineer

Canonical; Mississauga; Remote; CAD 50,000 - 70,000; Full time

Job summary

Join a leading company as a Linux Desktop & Devices Support Engineer. This role offers the chance to support customers using Ubuntu and open source products, ensuring high satisfaction through effective technical support and communication. You'll work in a globally remote environment with opportunities for professional growth and learning.

Benefits

Annual learning and development budget of USD 2,000

Regular compensation reviews and performance bonuses

Comprehensive benefits including leave, maternity/paternity

Opportunities to travel and meet colleagues globally

Qualifications

• Experience with Linux troubleshooting, log analysis, and configuration editing.
• Excellent written and spoken English, with strong presentation skills.

Responsibilities

• Investigate customer-reported issues and resolve complex problems.
• Own support cases, ensuring resolution within SLA and high customer satisfaction.

Skills

Linux troubleshooting

Customer Support

Communication

Education

Degree in a technical field

Job description

Join to apply for the Linux Desktop & Devices Support Engineer role at Canonical

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers, and industry leaders across sectors. The company is founder-led, profitable, and growing.

This role is an excellent opportunity for a Linux Engineer/Administrator passionate about Linux and Customer Success to build a career supporting customers leveraging Ubuntu and open source products. If you are eager to learn and passionate about technology, you will enjoy working with some of the industry's best at Canonical.

You will be responsible for delivering outstanding technical support across the Desktop and Server stacks at Canonical. From diagnosing issues to resolution, you will own your cases and escalate when necessary. Your daily tasks include providing technical expertise, communicating effectively, prioritizing customer issues, and continuously learning about new products and technologies. Participation in training, team gatherings, and company events is also expected.

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

Key Responsibilities

1. Investigate customer-reported issues through research and escalation.
2. Resolve complex problems related to Canonical's product portfolio.
3. Own support cases, ensuring resolution within SLA and high customer satisfaction.
4. Engage with customers via phone, ticketing, and remote sessions.
5. Participate in a weekend support rotation.
6. Contribute to and maintain knowledge base articles.
7. Understand Ubuntu development to set realistic customer expectations.

Candidate Profile

• Excellent written and spoken English, with strong presentation skills.
• Outstanding academic record from high school and university.
• Degree in a technical field or relevant experience.
• Proven track record of exceeding expectations.
• Experience with Linux troubleshooting, log analysis, and configuration editing.
• Experience integrating Linux with other systems (authentication, network file systems).
• Ability to analyze stack traces and logs, and escalate appropriately.
• Quick learner, adaptable, and able to handle customer-facing pressure.
• Fundamentals in programming.
• Willingness to travel internationally twice a year for up to two weeks.
• Extensive customer support experience, with excellent communication and expectation management skills.

What We Offer

• Distributed work environment with biannual in-person team sprints.
• Annual learning and development budget of USD 2,000.
• Regular compensation reviews and performance bonuses.
• Comprehensive benefits including leave, maternity/paternity, and employee assistance.
• Opportunities to travel and meet colleagues globally.

About Canonical

Canonical leads in open source innovation, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and encourage excellence. Working remotely since 2004, we foster a forward-thinking, flexible work environment that challenges and develops our team members.

Canonical is an equal opportunity employer. We value diversity and are committed to providing a fair application process regardless of background or identity.

Job Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industry: Software Development