Linux Desktop & Devices Support Engineer

Canonical; Pittsburgh (Allegheny County); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a passionate Linux Desktop & Devices Support Engineer to join their innovative team. This role involves providing exceptional technical support for Ubuntu and open-source products, engaging with customers to resolve complex issues, and ensuring high satisfaction levels. With a commitment to excellence and continuous learning, this forward-thinking company offers competitive compensation, performance bonuses, and a supportive work environment that values work-life balance. If you thrive in a remote setting and have a strong background in Linux, this opportunity is perfect for you.

Benefits

Learning Budgets

Travel Opportunities

Work-Life Balance Initiatives

Performance Bonuses

Qualifications

• Strong academic background or equivalent experience in a technical field.
• Extensive experience with Linux troubleshooting and customer support.

Responsibilities

• Investigate and resolve customer-reported issues related to Canonical's products.
• Manage support cases to meet SLAs and ensure customer satisfaction.

Skills

Linux Troubleshooting

Customer Support

Communication Skills

Problem Solving

Basic Programming Skills

Education

Degree in a Technical Field

Equivalent Experience

Job description

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

About 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 cloud, data science, AI, engineering, and IoT. We have a diverse team of over 1100 colleagues across more than 75 countries, mostly working remotely, with occasional in-person meetings.

Role Overview

This position is ideal for a Linux Engineer/Administrator passionate about Linux and customer success. You will support customers' technical needs using Ubuntu and open source products, providing outstanding support across the full Desktop and Server stack.

Responsibilities

1. Investigate customer-reported issues through research and escalation.
2. Resolve complex problems related to Canonical's products.
3. Manage support cases to meet SLAs and ensure customer satisfaction.
4. Engage with customers via phone, ticketing, and remote sessions.
5. Participate in a weekend rotation for support coverage.
6. Create and maintain knowledge base articles.
7. Understand Ubuntu development to set accurate customer expectations.

Qualifications

• Excellent written and spoken English skills.
• Strong academic background or equivalent experience.
• Degree in a technical field or relevant alternative experience.
• Proven ability to exceed expectations and achieve results.
• Experience with Linux troubleshooting and integration.
• Ability to analyze logs and stack traces effectively.
• Understanding of OS and application bugs, with escalation knowledge.
• Quick learner, adaptable, and able to handle customer pressure.
• Basic programming skills.
• Willingness to travel internationally twice a year.
• Extensive customer support experience, with strong communication skills.

What We Offer

Competitive global compensation, annual reviews, performance bonuses, and benefits including learning budgets, travel opportunities, and work-life balance initiatives.

About Working at Canonical

We promote a remote, innovative, and inclusive work environment, committed to excellence and continuous learning.