Linux Desktop & Devices Support Engineer

Canonical; Phoenix (AZ); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company in open source software seeks a Linux Desktop & Devices Support Engineer. This remote role involves delivering exceptional technical support for Ubuntu and engaging with customers to resolve issues. Ideal candidates are passionate about Linux and customer success, with a strong technical background and excellent communication skills.

Benefits

Annual personal development budget of USD 2,000

Regular compensation reviews

Generous leave policies

Employee Assistance Programme

Qualifications

• Experience troubleshooting Linux, including logs and configuration files.
• Proven track record of exceeding expectations.
• Extensive customer support experience.

Responsibilities

• Investigating customer-reported issues and resolving complex problems.
• Owning support cases to meet SLAs and ensure customer satisfaction.
• Contributing to and maintaining knowledge base articles.

Skills

English

Problem Solving

Customer Support

Adaptability

Education

Degree in a technical field

High School Diploma

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, and industry leaders across sectors. The company is founder-led, profitable, and growing, with a global distributed team of over 1100 colleagues in more than 75 countries.

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 are enthusiastic about technology and eager to learn, you'll enjoy working with some of the best in the industry at Canonical.

Your responsibilities include delivering outstanding technical support on the full Desktop and Server stack, managing cases from problem qualification to resolution, and collaborating with colleagues and senior engineers as needed. You will also participate in training, team gatherings, and company events.

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

Key responsibilities include:

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

Qualifications:

• Excellent written and spoken English skills.
• Strong academic background from high school and university.
• Degree in a technical field or equivalent experience.
• Proven track record of exceeding expectations.
• Experience troubleshooting Linux, including logs, stack traces, and configuration files.
• Experience with Linux integration (authentication, network file systems, etc.).
• Ability to analyze logs and escalate bugs appropriately.
• 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, with a focus on professionalism, empathy, and expectation management.

What we offer:

• Distributed work environment with biannual in-person team sprints.
• Annual personal development budget of USD 2,000.
• Regular compensation reviews and recognition rewards.
• Generous leave policies, including maternity and paternity leave.
• Employee Assistance Programme and travel opportunities.

About Canonical:

Canonical is at the forefront of the open source movement, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally and uphold high standards of excellence. Most employees work remotely, embracing a future of flexible work.

We are committed to diversity and equal opportunity, fostering an inclusive environment that values different perspectives and backgrounds.