Linux Desktop & Devices Support Engineer

Canonical; Washington (District of Columbia); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a passionate Linux Desktop & Devices Support Engineer to join their globally distributed team. In this exciting role, you will provide exceptional technical support for Ubuntu and open source products, ensuring customer satisfaction through effective problem resolution and communication. You will have the opportunity to collaborate with industry-leading professionals, participate in training, and contribute to a diverse and inclusive workplace. This role offers flexibility with a remote work environment and opportunities for professional growth and development.

Benefits

Annual Learning and Development Budget

Performance Bonuses

Comprehensive Benefits

Opportunities for International Travel

Biannual Team Sprints

Qualifications

• Strong academic record with relevant technical degree or equivalent experience.
• Extensive customer support experience with a focus on communication.

Responsibilities

• Investigate and resolve customer-reported issues with Canonical's products.
• Create and maintain knowledge base articles for customer support.

Skills

Linux Troubleshooting

Log Analysis

Customer Support

Basic Programming Skills

Communication Skills

Education

Technical Degree or Equivalent Experience

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 leading public cloud and silicon providers, along with industry leaders across sectors. The company is founder-led, profitable, and growing, with a distributed team of over 1100 colleagues across 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 eager to learn and passionate about technology, you'll enjoy working with industry-leading professionals 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 customers via phone, ticketing, and remote sessions. You will also participate in training, team gatherings, and company events.

Location:

This is a globally remote role, unless specified otherwise.

Key Responsibilities:

1. Investigate customer-reported issues through research and escalation.
2. Resolve complex problems related to Canonical's products.
3. Own support cases to ensure high customer satisfaction within SLA, setting correct expectations.
4. Engage directly with customers to resolve issues.
5. Participate in a weekend support rotation.
6. Create and maintain knowledge base articles.
7. Understand Ubuntu development processes to set realistic customer expectations regarding fixes.

Qualifications:

• Excellent written and spoken English skills.
• Strong academic record and relevant technical degree or equivalent experience.
• Proven ability to exceed expectations and achieve results.
• Experience troubleshooting Linux, including log analysis and configuration editing.
• Experience with Linux integration (authentication, network file systems, etc.).
• Ability to analyze stack traces and logs effectively.
• Quick learner, adaptable, and able to handle customer-facing pressure.
• Basic programming skills.
• Willingness to travel internationally twice a year for up to two weeks.
• Extensive customer support experience, with a focus on professional communication and expectation management.

What We Offer:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual salary review and performance bonuses.
• Comprehensive benefits including holiday, maternity, paternity leave, and Employee Assistance Program.
• Opportunities to travel and meet colleagues globally.

About Canonical:

Canonical pioneers in open source technology, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and promote a diverse, inclusive workplace. Working remotely since 2004, we encourage innovative thinking, continuous learning, and professional growth.

Equal Opportunity Employer:

We value diversity and are committed to creating an inclusive environment for all applicants and employees.