Linux Desktop & Devices Support Engineer

Canonical; New York (NY); Remote; USD 70,000 - 100,000; Full time

Job summary

Join a leading open source software company as a Linux Desktop & Devices Support Engineer. This globally remote role involves delivering exceptional technical support for Ubuntu and open source products, managing customer cases, and collaborating with a passionate team. Ideal candidates will have strong Linux expertise and a commitment to customer success.

Benefits

USD 2,000 annual learning and development budget

Annual pay review and recognition rewards

Generous leave policies

Employee Assistance Programme

Travel opportunities to meet colleagues

Qualifications

• Experience with Linux troubleshooting and configuration.
• Extensive customer support experience with a focus on customer needs.

Responsibilities

• Investigate customer-reported issues through research and escalation.
• Own your support cases, ensure SLA compliance, and maximize customer satisfaction.
• Engage with customers via phone, ticketing, and remote sessions.

Skills

English

Linux troubleshooting

Customer support

Problem-solving

Adaptability

Education

Degree in a technical field

Strong academic record

Job description

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

1 day ago Be among the first 25 applicants

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

Get AI-powered advice on this job and more exclusive features.

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, and IoT. Our customers include top public cloud and silicon providers, and industry leaders across sectors. We are a pioneer in global distributed collaboration, with over 1100 colleagues in more than 75 countries, mostly working remotely. Teams meet 2-4 times a year in various locations worldwide to align on strategy and execution.

The company is founder-led, profitable, and growing.

This role offers 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 learning, you will enjoy working with some of the best in the industry at Canonical.

You will be responsible for delivering outstanding technical support on the full Desktop and Server stack at Canonical, managing cases from problem qualification to resolution, and collaborating with colleagues or senior engineers as needed.

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 include:

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

Qualifications:

• Excellent written and spoken English skills.
• Strong academic record from high school and university.
• Degree in a technical field or equivalent experience.
• Proven ability to exceed expectations and achieve results.
• Experience with Linux troubleshooting and configuration.
• Experience integrating Linux with other environments (authentication, network file systems).
• Ability to analyze logs and stack traces, and escalate appropriately.
• Fast learner, adaptable, 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:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual pay review and recognition rewards.
• Generous leave policies, including maternity and paternity leave.
• Employee Assistance Programme.
• Travel opportunities to meet colleagues and attend events.

About Canonical:

Canonical is a pioneer in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, set high standards, and foster a remote-first culture since 2004. Working here challenges you to think differently and grow professionally.

Equal Opportunity Employer:

We value diversity and are committed to providing a workplace free from discrimination. All qualified applicants will receive fair consideration regardless of background or identity.