Linux Desktop & Devices Support Engineer

Canonical; Columbus (OH); Remote; USD 70,000 - 90,000; Full time

Job summary

Join a leading provider of open source software as a Linux Desktop & Devices Support Engineer. This role involves delivering exceptional technical support for Ubuntu and managing customer cases effectively. Ideal candidates will possess strong Linux troubleshooting skills and excellent communication abilities, contributing to a globally remote team that values continuous learning and customer success.

Benefits

Annual learning and development budget

Annual pay review and performance rewards

Comprehensive benefits including leave and parental leave

Travel opportunities

Qualifications

• Experience with Linux troubleshooting, including logs and configuration editing.
• Extensive customer support experience, emphasizing professionalism and clear communication.

Responsibilities

• Investigating customer-reported issues through research and escalation.
• Resolving complex problems related to Canonical's products.
• Engaging directly with customers via phone, tickets, and remote sessions.

Skills

Linux troubleshooting

Communication

Customer support

Adaptability

Programming

Education

High school diploma

University degree

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 major public cloud and silicon providers, and industry leaders across sectors. We are a pioneer of global distributed collaboration, with over 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 a great opportunity for a Linux Engineer/Administrator passionate about Linux and Customer Success to build a career with Canonical and support customers leveraging Ubuntu and open source products. If you love technology and learning, you'll enjoy working with some of the best in the industry.

Your role involves delivering outstanding technical support on the full Desktop and Server stack at Canonical. You will manage your cases from problem qualification to resolution, transferring cases to colleagues or involving senior engineers as needed. You'll need to be an excellent communicator, prioritize effectively, and continuously learn about new products and technologies. Participation in training, team gatherings, and company events is encouraged.

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

Responsibilities include:

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

Ideal candidate qualities:

• Excellent written and spoken English and presentation skills.
• Strong academic background from high school and university, or alternative proven experience.
• Proven track record of exceeding expectations to achieve results.
• Experience with Linux troubleshooting, including logs and configuration editing.
• Experience integrating Linux with other environments (authentication, network file systems, etc.).
• Ability to analyze stack traces and logs to advise on next steps.
• Quick learner, adaptable, and able to handle customer-facing pressure.
• Basic programming skills in any language.
• Willingness to travel internationally twice a year for up to two weeks.
• Extensive customer support experience, emphasizing professionalism, empathy, and clear communication.

What we offer:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual pay review and performance rewards.
• Comprehensive benefits including leave, parental leave, employee assistance, and travel opportunities.

About Canonical:

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

Equal Opportunity Employer:

We embrace diversity and are committed to providing a workplace free from discrimination. All applications are considered fairly regardless of background or identity.