Linux Desktop & Devices Support Engineer

Canonical; Charlotte (NC); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a passionate Linux Desktop & Devices Support Engineer to join their globally distributed team. This role offers a unique opportunity to support Ubuntu and open source products while collaborating with industry-leading professionals. You will be responsible for delivering exceptional technical support, managing customer cases, and resolving complex issues. The position encourages continuous learning, participation in team events, and offers a generous annual development budget. If you thrive in a dynamic environment and are eager to grow your career in technology, this role is perfect for you.

Benefits

Annual learning and development budget

Regular compensation reviews

Generous leave policies

Employee Assistance Program

Travel opportunities

Biannual team sprints

Qualifications

• Strong academic background with a degree in a technical field or equivalent experience.
• Extensive customer support experience with a focus on clear communication.

Responsibilities

• Investigate and resolve customer-reported issues related to Ubuntu.
• Manage support cases ensuring timely resolution and high customer satisfaction.

Skills

Linux troubleshooting

Customer support

Technical communication

Basic programming skills

Log analysis

Education

Degree in a technical field

High school diploma

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, and industry leaders across sectors. We operate with a founder-led, profitable, and growing model, with a distributed team of over 1100 colleagues in 75+ countries, meeting in person a few times a year.

This role offers an opportunity for a Linux Engineer/Administrator passionate about Linux and Customer Success to build a career supporting Ubuntu and open source products. If you have a passion for technology and eagerness to learn, you'll enjoy working with industry-leading professionals at Canonical.

You will be responsible for delivering outstanding technical support across the Desktop and Server stacks, managing cases from start to resolution, and collaborating with colleagues as needed. Your daily tasks include providing technical expertise, effective communication, prioritizing issues, and continuous learning about new products and technologies. Participation in training, team gatherings, and company events is encouraged.

Location:

This is a globally remote role unless specified otherwise.

Role 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 timely resolution and high customer satisfaction according to SLAs.
4. Engage directly with customers via phone, ticketing, and remote sessions.
5. Participate in a weekend rotation schedule.
6. Contribute to and maintain knowledge base articles.
7. Understand Ubuntu development to set realistic customer expectations on timelines.

Candidate Requirements:

• Excellent written and spoken English, with strong presentation skills.
• Strong academic background 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 analyze logs and stack traces, and escalate issues appropriately.
• Quick learner, adaptable, and able to handle customer-facing pressure.
• Basic programming skills.
• Willingness to travel internationally twice a year for up to two weeks.
• Extensive customer support experience, with a focus on clear communication and managing expectations.

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 recognition rewards.
• Generous leave policies, including maternity and paternity leave.
• Employee Assistance Program and travel opportunities.

About Canonical:

Canonical is at the forefront of open source innovation, publishing Ubuntu, a key platform for AI, IoT, and cloud computing. We hire globally and uphold high standards of excellence, fostering a remote work environment since 2004. Working here challenges you to think differently, learn continuously, and excel.

Equal Opportunity:

Canonical is committed to diversity and inclusion, providing a workplace free from discrimination. We welcome applications from all backgrounds and identities, ensuring fair consideration.

Additional Details:

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