Linux Desktop & Devices Support Engineer

Canonical; Buffalo (NY); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a passionate Linux Desktop & Devices Support Engineer to provide exceptional technical support for Ubuntu and open source products. This role offers the chance to work with a diverse range of customers, tackling complex issues and ensuring high satisfaction levels. The company promotes a remote-first culture, allowing you to collaborate with colleagues globally while enhancing your skills in a supportive environment. If you thrive in a customer-focused role and are eager to grow your career in open source technology, this opportunity is perfect for you.

Benefits

Learning budget

Holiday leave

Parental leave

Travel opportunities

Qualifications

• Excellent written and spoken English with strong presentation skills.
• Proven ability to exceed expectations and achieve results.

Responsibilities

• Investigate customer-reported issues and resolve complex problems.
• Engage with customers via phone and remote sessions to resolve issues.

Skills

Linux troubleshooting

Customer support

Log analysis

Configuration editing

Basic programming skills

Presentation skills

Adaptability

Education

Degree in a technical field

Outstanding academic record

Job description

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

About 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, and industry leaders across sectors. We are a pioneer of global distributed collaboration, with over 1100 colleagues in more than 75 countries, and very few roles are office-based. Teams meet a few times annually in interesting locations worldwide to align on strategy and execution.

Role Overview

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. You will be responsible for delivering outstanding technical support on the Desktop and Server stacks, managing your cases from qualification to resolution, and collaborating with colleagues and senior engineers when needed.

Responsibilities

1. Investigate customer-reported issues through research and escalation.
2. Resolve complex problems related to Canonical's products.
3. Own your support cases, ensuring they meet SLA and customer satisfaction goals.
4. Engage with customers via phone, ticketing, and remote sessions to resolve issues.
5. Participate in a weekend rotation schedule.
6. Contribute to and maintain knowledge base articles.
7. Understand Ubuntu development processes to set realistic customer expectations on timelines.

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 ability to exceed expectations and achieve results.
• Linux troubleshooting experience, including log analysis and configuration editing.
• Experience integrating Linux with other environments (authentication, network file systems, etc.).
• Ability to interpret stack traces and logs, and escalate appropriately.
• Quick learner, adaptable, able to handle customer-facing pressure.
• Basic programming skills.
• Willing to travel internationally twice a year for up to two weeks.
• Extensive customer support experience, with a focus on customer needs, clear communication, and expectation management.

What We Offer

We offer a competitive package based on location, experience, and performance, including annual reviews, bonuses, and benefits such as a learning budget, holiday leave, parental leave, and travel opportunities.

About Working at Canonical

Canonical fosters a remote-first work environment with global recruitment standards, encouraging excellence and innovation. Working here challenges you to think differently, learn continuously, and grow professionally.

Equal Opportunity Statement

We are committed to diversity and inclusion, providing a workplace free from discrimination and with fair consideration for all applicants.