Linux Desktop & Devices Support Engineer

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

Job summary

A leading open source software company is seeking a Linux Desktop & Devices Support Engineer. This role involves delivering technical support for Ubuntu and collaborating with customers to resolve issues. Ideal candidates will have strong Linux troubleshooting skills and a passion for customer success.

Benefits

Learning budgets

Holidays

Parental leave

Travel opportunities

Qualifications

• Experience troubleshooting Linux, including logs and configuration files.
• Extensive customer support experience, prioritizing customer needs.

Responsibilities

• Investigate customer-reported issues and resolve complex problems.
• Manage support cases to meet SLAs and ensure high customer satisfaction.
• Create and maintain knowledge base articles.

Skills

English

Problem Solving

Adaptability

Education

Degree in a technical field

Tools

Linux

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 over 1100 colleagues in more than 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 using Ubuntu and open source products. If you love technology and are eager to learn, you'll enjoy working with some of the best in the industry.

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

Location

This is a globally remote role unless otherwise specified.

Responsibilities

1. Investigate customer-reported issues through research and escalation.
2. Resolve complex problems related to Canonical's products.
3. Manage your support cases to meet SLAs and ensure high customer satisfaction.
4. Engage with customers via phone, ticketing, and remote sessions to resolve issues.
5. Participate in weekend support rotations.
6. Create and maintain knowledge base articles for shared learning.
7. Understand the Ubuntu development process 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 or equivalent experience.
• Degree in a technical field or a compelling narrative of your alternative path.
• Proven track record of exceeding expectations.
• Experience troubleshooting Linux, including logs, stack traces, and configuration files.
• Experience integrating Linux with other environments (authentication, network file systems, etc.).
• Ability to analyze logs and advise on next steps, understanding OS and application bugs.
• Quick learner, adaptable, capable of handling pressure in a customer-facing role.
• Basic programming skills in any language.
• Willingness to travel internationally twice a year for up to two weeks.
• Extensive customer support experience, prioritizing customer needs and expectations.

What We Offer

We offer competitive worldwide compensation based on location, experience, and performance, including annual reviews, bonuses, and benefits such as learning budgets, holidays, parental leave, and travel opportunities.

About Canonical

Canonical is a pioneering open source tech company, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, value excellence, and support remote work, encouraging innovation and continuous learning.

Equal Opportunity

We are committed to a diverse, inclusive workplace free from discrimination. All applications are given fair consideration regardless of background or identity.