Overview
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 cloud, data science, AI, engineering innovation and IoT.
Canonical has 1100+ colleagues in 75+ countries with many roles that are not office-based.
Teams meet 2–4 times yearly in person to align on strategy and execution.
This is a globally remote role unless specified otherwise.
This opening is for a Linux Desktop & Devices Support Engineer at Canonical .
Responsibilities
- Investigate issues reported by customers by researching and escalating issues.
- Work to resolve complex customer problems related to Canonical's portfolio of products.
- Own and manage each support case you handle, ensuring adherence to the SLA and maximizing customer satisfaction by setting the right expectations and fulfilling commitments.
- Engage directly with customers via phone, ticketing systems, and remote sessions to resolve issues.
- Participate in a regular weekend working rotation.
- Contribute new knowledge base articles and maintain existing articles to share knowledge across the team.
- Understand the Ubuntu development process to set accurate timelines for fixes.
What we are looking for in you
- Professional written and spoken English with excellent presentation skills.
- Strong academic track record from high school and university.
- Undergraduate degree in a technical subject or a compelling alternative path.
- Proven ability to go above and beyond to achieve outstanding results.
- Experience with Linux troubleshooting (collecting logs, stack traces, and config edits).
- Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.).
- Troubleshooting experience, including navigating logs and stack traces and advising on next steps.
- Solid understanding of OS and application-level issues and when to escalate.
- Ability to learn quickly, adapt to change, and handle customer-facing pressure.
- Programming fundamentals in any language.
- Ability to travel internationally twice a year for company events up to two weeks long.
- Extensive customer support experience with the customer as top priority and clear, professional communication.
What we offer
- Distributed work environment with twice-yearly team sprints in person.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review and performance-based bonuses or commissions.
- Additional benefits aligned with company values, with programs balanced to meet local needs.
- A variety of leave provisions including annual holiday leave and maternity/paternity leave.
- Employee Assistance Programme and opportunities 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 publisher of Ubuntu, we are a key platform for AI, IoT and cloud.
We recruit on a global basis and maintain high standards for new hires.
Most colleagues have worked from home since Canonical’s inception in 2004.
Working here challenges you to think differently, work smarter, learn new skills, and raise your game.
Canonical is an equal opportunity employer
We foster a workplace free from discrimination.
Diversity of experience and background improves our products and work environment.
We will give every applicant fair consideration regardless of identity.
Job Details
- Seniority level – Entry level
- Employment type – Full-time
- Job function – Information Technology
- Industries – Software Development
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