Linux Desktop & Devices Support Engineer

Canonical; Manchester; Remote; GBP 30,000 - 40,000; Full time

Job summary

Join a leading open source software provider as a Linux Desktop & Devices Support Engineer. In this entry-level role, you will deliver technical support for Ubuntu and open source products, ensuring customer satisfaction through effective communication and problem-solving. Enjoy a remote work environment with opportunities for learning and development, while contributing to a globally distributed team.

Benefits

USD 2,000 annual learning and development budget

Annual compensation review and performance rewards

Holiday, maternity, and paternity leave

Employee Assistance Programme

Opportunities to travel and meet colleagues

Qualifications

• Experience with Linux troubleshooting and configuration.
• Proven track record of exceeding expectations.
• Excellent written and spoken English.

Responsibilities

• Investigating customer-reported issues and resolving complex problems.
• Owning support cases to meet SLAs and ensure high customer satisfaction.
• Engaging directly with customers via phone and remote sessions.

Skills

Linux troubleshooting

Customer support

Communication

Adaptability

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 top public cloud and silicon providers, as well as industry leaders across sectors. We are a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and few office-based roles. Teams meet a few times a year in interesting locations worldwide to align on strategy and execution.

This is an 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 love technology and are eager to learn, you will enjoy working with some of the best in the industry at Canonical.

You will be responsible for delivering outstanding technical support across the Desktop and Server stacks at Canonical. From problem qualification to resolution, you will own and manage your cases, transferring them to colleagues or involving senior engineers as needed.

Your daily tasks include providing technical expertise, communicating effectively, and prioritizing customer issues. You will also dedicate time to learning about new products and technologies, participating in training, team gatherings, and company events.

Location:

This is a globally remote role, unless otherwise specified.

The role entails:

1. Investigating customer-reported issues through research and escalation.
2. Resolving complex problems related to Canonical’s products.
3. Owning support cases to meet SLAs and ensure high customer satisfaction.
4. Engaging directly with customers via phone, ticketing, and remote sessions.
5. Participating in a weekend rotation.
6. Contributing to and maintaining knowledge base articles.
7. Understanding Ubuntu development to set accurate customer expectations on timelines.

What are we looking for in you:

• Excellent written and spoken English, with strong presentation skills.
• Outstanding academic record from high school and university.
• Degree in a technical field or a compelling alternative narrative.
• Proven track record of exceeding expectations.
• Experience with Linux troubleshooting and configuration.
• Experience integrating Linux with other environments (authentication, network file systems, etc.).
• Ability to interpret logs and stack traces, and advise on next steps.
• Quick learner, adaptable, and able to handle customer-facing pressure.
• Programming fundamentals in any language.
• Willingness to travel internationally twice a year for up to two weeks.
• Extensive customer support experience, with a focus on customer needs, professionalism, and clear communication.

What we offer colleagues:

We value geographical location, experience, and performance in compensation, revisited annually. Benefits include:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and performance rewards.
• Holiday, maternity, and paternity leave.
• Employee Assistance Programme.
• Opportunities to travel and meet colleagues.
• Travel perks for company events.

About Canonical:

Canonical is a pioneering open source tech firm, publisher of Ubuntu, and leader in AI, IoT, and cloud platforms. We recruit globally, uphold high standards, and foster a remote-first culture since 2004. Working here challenges you to think differently, learn new skills, and excel.

Canonical is an equal opportunity employer:

We promote diversity and inclusivity, considering all applications fairly regardless of background or identity.

Seniority level:

• Entry level

Employment type:

• Full-time

Job function:

• Information Technology

Industries:

• Software Development