Linux Desktop & Devices Support Engineer

Canonical; Portland (ME); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a leading company as a Linux Desktop & Devices Support Engineer, providing exceptional technical support for Ubuntu and open source products. This role offers a chance to work globally with a focus on customer success and continuous learning. Enjoy a distributed work environment, annual learning budget, and performance bonuses while collaborating with top industry professionals.

Benefits

Annual learning and development budget

Performance bonuses

Holiday leave

Parental leave

Employee Assistance Programme

Qualifications

• Experience troubleshooting Linux, including logs and configuration editing.
• Strong academic background from high school and university.

Responsibilities

• Investigate and resolve customer-reported issues.
• Create and maintain knowledge base articles.

Skills

Communication

Problem Solving

Adaptability

Education

Degree in a technical field

High school diploma

Tools

Linux

Programming

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. We are a pioneer in global distributed collaboration, with over 1100 colleagues in 75+ countries and minimal office-based roles. Teams meet a few times yearly 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 supporting the technical needs of customers leveraging 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 at Canonical.

You will be responsible for delivering excellent technical support across the Desktop and Server stacks at Canonical. From diagnosing issues to resolution, you will own and manage your cases, escalating when necessary to colleagues or senior engineers.

Your daily responsibilities include providing technical expertise, communicating effectively, and prioritizing customer issues to maximize effectiveness. You will also dedicate time to learning about new products and technologies, participating in training, team gatherings, and company events.

Location: This role is globally remote unless otherwise specified.

Role Responsibilities

1. Investigate customer-reported issues through research and escalation.
2. Resolve complex problems related to Canonical's product portfolio.
3. Ensure support cases are handled per SLA with high customer satisfaction by setting realistic expectations and fulfilling commitments.
4. Engage with customers via phone, ticketing, and remote sessions to resolve issues.
5. Participate in a weekend rotation for support coverage.
6. Create and maintain knowledge base articles for shared learning.
7. Understand Ubuntu development processes to set accurate customer expectations regarding timelines.

Candidate Requirements

1. Excellent written and spoken English skills and presentation abilities.
2. Strong academic background from high school and university.
3. Degree in a technical field or relevant alternative experience.
4. Proven track record of exceeding expectations and achieving results.
5. Experience troubleshooting Linux, including logs, configuration editing, and system tuning.
6. Experience integrating Linux with other environments like authentication services and network file systems.
7. Ability to analyze logs and stack traces, and escalate bugs appropriately.
8. Quick learner, adaptable, and able to handle customer-facing pressure.
9. Basic programming skills in any language.
10. Willingness to travel internationally twice a year for up to two weeks.
11. Extensive customer support experience, with a focus on professionalism, empathy, and clear communication.

What We Offer

• Distributed work environment with biannual in-person team sprints.
• $2,000 annual learning and development budget.
• Annual salary review and performance bonuses.
• Additional benefits aligned with our values, including holiday leave, parental leave, Employee Assistance Programme, and travel opportunities.

About Canonical

Canonical leads in open source innovation, publishing Ubuntu—the foundation for AI, IoT, and cloud. We hire globally, uphold high standards, and foster a remote-first culture since 2004. Working here means thinking differently, working smarter, learning continuously, and pushing your boundaries.

Equal Opportunity Statement

We are committed to diversity and inclusion, providing a workplace free from discrimination. We value diverse backgrounds and perspectives, and we consider all applications fairly.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industry: Software Development