Linux Desktop & Devices Support Engineer

Canonical, the publisher of Ubuntu, is seeking a Linux Desktop & Devices Support Engineer to provide technical support for customers using Ubuntu and other open source products. This role focuses on troubleshooting, resolving customer issues, integrating Linux with other environments, and contributing to knowledge bases, all within a globally remote, customer-centric support team.

Canonical is hiring a Linux Desktop & Devices Support Engineer to deliver outstanding technical support for Ubuntu and other open source products. This fully remote role involves troubleshooting, resolving complex issues, and providing guidance to customers while contributing to internal knowledge sharing.

Responsibilities:
- Investigate and resolve technical issues reported by customers across desktop and server environments.
- Manage support cases from problem qualification to resolution, escalating when necessary.
- Collaborate with customers through phone, ticketing systems, and remote sessions.
- Participate in weekend support rotations as scheduled.
- Contribute to and maintain knowledge base articles to share lessons learned.
- Understand Ubuntu development processes to set appropriate customer expectations for fixes.

Requirements:
- Professional written and spoken English with excellent presentation skills.
- Undergraduate degree in a technical field or equivalent experience.
- Strong Linux troubleshooting skills, including log analysis, stack traces, and configuration adjustments.
- Experience with Linux integration with authentication services, network file systems, and other environments.
- Solid understanding of OS and application-level issues and appropriate escalation procedures.
- Programming fundamentals in any language.
- Ability to learn quickly and handle customer-facing pressures.
- Willingness to travel internationally twice per year for company events.

Benefits:
- Annual performance-driven compensation review and bonus.
- Personal learning and development budget of USD 2,000 per year.
- Distributed work environment with biannual team sprints in person.
- Paid holiday, maternity/paternity leave, and employee assistance programs.
- Opportunity to travel and engage with global colleagues.

This role offers the chance to support a globally deployed Linux platform while advancing technical expertise in customer support and open source technologies.