Linux Desktop Engineer

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. If you have a passion for technology and an eagerness to learn, then you will enjoy working with some of the best people in the industry at Canonical.

You will be accountable for delivering an outstanding technical support experience on the full Desktop and Server technical stack at Canonical. When needed, you will transfer your cases to your colleagues or involve senior engineers.

Your day to day job is to provide technical expertise, be an excellent communicator and a service-oriented professional. Every day you will have to make judgement calls to prioritise customer issues and maximise your effectiveness. You will participate in various training sessions, team gatherings and Company events.

Location: This is a globally remote role, unless specified otherwise.

Investigate issues reported by customers by researching and escalating issues

Work to resolve complex customer problems related to Canonical's portfolio of products.

Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.

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.

Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.

Professional written and spoken English with excellent presentation skills

Exceptional academic track record from both high school and university

Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path

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.)

Linux integration with other environments (authentication/directory services, network file systems, etc.).

Solid understanding of OS and Application level bugs and when to escalate 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 long

Extensive Customer support experience is key:

Customer needs are top priority.

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We balance our programs to meet local needs and ensure fairness globally.

Personal learning and development budget of USD 2,000 per year

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

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. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Diversity of experience, perspectives, and background create a better work environment and better products.