Linux Desktop

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 very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. This is an opportunity for an Linux Engineer/Administrator with a passion for Linux and Customer Success to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. Location: This is a globally remote role, unless specified otherwise. Role Overview You will be accountable for delivering an outstanding technical support experience on the full Desktop and Server technical stack at Canonical. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers. Key Responsibilities Investigate issues reported by customers by researching and escalating issues. Work to resolve complex customer problems related to Canonical's portfolio of products. Ensure each support case is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction. Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues. Participate in a regular weekend working rotation. Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers. Understand Ubuntu development process to set customer expectations correctly on timeline for a fix. Qualifications Professional written and spoken English with excellent presentation skills. Exceptional academic track record from high school and university. Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path. Track record of going above-and-beyond expectations to achieve outstanding results. Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files). Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.). Ability to navigate stack traces and logs, and advise on next steps. Solid understanding of OS and application level bugs and when to escalati to the correct team. Ability to learn quickly, thrive on change and handle the pressure of a customer-facing job. Programming fundamentals in any language. Ability to travel internationally twice a year for company events up to two weeks. Extensive customer support experience is key; customer needs are top priority. Benefits Distributed work environment with twice-yearly team sprints in person. Personal learning and development budget of USD 2,000 per year. Annual compensation review. Recognition rewards. Annual holiday leave. Maternity and paternity leave. Employee Assistance Programme. Opportunity to travel to new locations to meet colleagues. Priority Pass, and travel upgrades for long haul company events. About Canonical Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Seniority Level Entry level Employment Type Full-time Job Function Information Technology Software Development #J-18808-Ljbffr