Linux Desktop & Devices Support Engineer

Canonical; Tacoma (WA); Remote; USD 70,000 - 90,000; Full time

Job summary

Join a leading open source software provider as a Linux Desktop & Devices Support Engineer. This remote role involves delivering exceptional technical support for Ubuntu and open source products, engaging with customers, and collaborating with colleagues. Ideal candidates are passionate about Linux and customer success, with strong communication skills and a technical background.

Benefits

Annual learning and development budget of USD 2,000

Regular compensation reviews and performance-based bonuses

Distributed work environment with biannual in-person team sprints

Holiday leave

Parental leave

Employee Assistance Programme

Qualifications

• Experience with Linux troubleshooting, including logs and configuration editing.
• Extensive customer support experience, focusing on customer needs.

Responsibilities

• Investigating customer-reported issues through research and escalation.
• Resolving complex problems related to Canonical's product portfolio.
• Owning support cases to meet SLA and maximize customer satisfaction.

Skills

Linux troubleshooting

Customer Support

Communication

Problem Solving

Adaptability

Education

Degree in a technical field

High School Diploma

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, growing, and embraces a distributed collaboration model with over 1100 colleagues in 75+ countries, with few office-based roles. Teams meet periodically worldwide to align on strategy and execution.

This role offers an opportunity for a Linux Engineer/Administrator passionate about Linux and Customer Success to build a career supporting customers using Ubuntu and open source products. If you love technology and are eager to learn, you will enjoy working with industry-leading professionals at Canonical.

You will be responsible for delivering exceptional technical support across the Desktop and Server stacks at Canonical, managing cases from start to resolution, and collaborating with colleagues as needed. Your daily tasks include providing technical expertise, effective communication, prioritizing customer issues, and continuously learning about new products and technologies. Participation in training, team activities, and company events is also expected.

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

The role entails:

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

What are we looking for in you:

• Excellent written and spoken English and presentation skills.
• Strong academic background from high school and university.
• Degree in a technical field or a compelling alternative narrative.
• Proven track record of exceeding expectations and achieving results.
• Experience with Linux troubleshooting, including logs and configuration editing.
• Experience integrating Linux with other environments (authentication, network file systems, etc.).
• Ability to analyze stack traces and logs, and advise on next steps.
• Quick 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, professional communication, and expectation setting.

What we offer colleagues:

• Distributed work environment with biannual in-person team sprints.
• Annual learning and development budget of USD 2,000.
• Regular compensation reviews and performance-based bonuses.
• Additional benefits reflecting our values, including holiday leave, parental leave, Employee Assistance Programme, travel opportunities, and more.

About Canonical:

Canonical is a pioneering open source tech firm, publisher of Ubuntu, and a leader in AI, IoT, and cloud platforms. We recruit globally and uphold high standards for excellence. Most colleagues work remotely, embracing future-oriented work practices that challenge and develop your skills.

Canonical is an equal opportunity employer

We promote diversity and inclusion, ensuring fair consideration regardless of background or identity.