Linux Desktop & Devices Support Engineer

Canonical; Washington (District of Columbia); Remote; USD 70,000 - 90,000; Full time

Job summary

Join a leading provider of open source software as a Linux Desktop & Devices Support Engineer. In this remote role, you'll deliver exceptional technical support for Ubuntu and collaborate with a global team. Ideal for those passionate about Linux and customer success, this position offers opportunities for growth and learning in a dynamic environment.

Benefits

Annual learning and development budget

Performance-based bonuses

Comprehensive benefits

Work-life balance

Maternity and paternity leave

Employee Assistance Programme

Travel opportunities

Qualifications

• Extensive customer support experience with a focus on customer needs.
• Experience troubleshooting Linux and integrating with other environments.

Responsibilities

• Investigate customer-reported issues and resolve complex problems.
• Engage with customers via phone and ticketing.

Skills

English

Customer Support

Troubleshooting

Adaptability

Education

Degree in a technical field

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, and IoT. Our customers include major public cloud and silicon providers, and industry leaders across sectors. We are a founder-led, profitable, and growing company with a distributed team of over 1100 colleagues in 75+ countries, with few office-based roles. Teams meet periodically in interesting locations 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 have a passion for technology and eagerness to learn, you will enjoy working with some of the industry's best at Canonical.

You will be responsible for delivering outstanding technical support across the Desktop and Server stacks, managing cases from problem qualification to resolution, and collaborating with colleagues and senior engineers when needed.

Your daily responsibilities 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.

Key Responsibilities

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

Candidate Requirements

• Excellent written and spoken English, with strong presentation skills.
• Outstanding academic record from high school and university.
• Degree in a technical field or equivalent experience.
• Proven track record of exceeding expectations.
• Experience troubleshooting Linux (logs, stack traces, configuration editing).
• Experience integrating Linux with other environments (authentication, network file systems).
• Ability to analyze logs and advise on next steps.
• Quick learner, adaptable, and able to handle customer-facing pressure.
• Fundamentals in programming.
• 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 compensation review and performance-based bonuses.
• Comprehensive benefits reflecting our values.
• Work-life balance and recognition rewards.
• Maternity and paternity leave.
• Employee Assistance Programme.
• Travel opportunities to meet colleagues and attend company events.

About Canonical

Canonical is a pioneer in open source, known for publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and foster a remote work culture since 2004. Working here challenges you to think differently, work smarter, and develop new skills.

Canonical is an equal opportunity employer. We value diversity and are committed to a workplace free from discrimination. All applications are given fair consideration regardless of background or identity.