About Canonical

Canonical is the company behind Ubuntu, the world's most popular open source operating system. As a leading provider of open source software, Canonical powers global enterprise initiatives in public cloud, data science, AI, engineering innovation, and IoT. Our customers include top public cloud providers, silicon manufacturers, and industry leaders across sectors. With over 1100 colleagues in 75+ countries, Canonical pioneers global distributed collaboration. Most roles are remote, with teams meeting 2-4 times yearly in exciting global locations for strategy alignment. Founder-led, profitable, and growing, Canonical offers a dynamic environment for Linux enthusiasts.

Role Overview

The Linux Desktop & Devices Support Engineer role at Canonical is perfect for Linux engineers and administrators passionate about customer success. This globally remote position involves delivering outstanding technical support for Ubuntu across desktop and server stacks. From issue qualification to resolution, you'll own cases, collaborate with colleagues, and escalate when needed. Expect a fast-paced, customer-facing role requiring technical expertise, clear communication, and service orientation. You'll prioritize issues, learn new technologies, and participate in training, team gatherings, and company events. Weekend rotations ensure comprehensive coverage.

Key Responsibilities

Technical Support Delivery

Investigate customer-reported issues through research and escalation. Resolve complex problems across Canonical's Ubuntu and open source portfolio. Own support cases to meet Service Level Agreements (SLAs) while maximizing customer satisfaction by setting expectations and fulfilling commitments.

Customer Engagement

Engage directly with customers via phone, ticketing systems, and remote sessions. Communicate professionally, empathetically, and clearly to resolve issues collaboratively. Understand Ubuntu's development process to set realistic fix timelines.

Knowledge Sharing and Operations

Contribute new knowledge base articles and maintain existing ones, capturing lessons learned for customer access. Participate in regular weekend rotations and continuous learning about products and technologies.

Qualifications & Requirements

Technical Expertise

Experience with Linux troubleshooting, including collecting logs, stack traces, and fine-tuning configurations. Proficiency in Linux integration with environments like authentication/directory services and network file systems. Solid grasp of OS and application bugs, knowing when to escalate. Programming fundamentals in any language.

Professional Skills

Professional written and spoken English with excellent presentation skills. Extensive customer support experience prioritizing needs, communicating clearly, and setting expectations. Ability to learn quickly, thrive on change, and handle customer-facing pressure. Track record of exceeding expectations for outstanding results.

Education and Availability

Exceptional academic record from high school and university, with an undergraduate degree in a technical subject or compelling alternative path. Willingness to travel internationally twice yearly for up to two weeks for company events.

Benefits & Perks

Canonical shapes compensation based on location, experience, and performance, with annual reviews (more frequent for graduates). Enjoy fully remote work from anywhere worldwide. Access professional training sessions, team gatherings in interesting locations, and company events. Join a high-impact team working on cutting-edge open source technologies. Benefit from a supportive, collaborative culture focused on growth and innovation.

Career Growth

At Canonical, career progression is driven by performance and learning. This role builds expertise in Ubuntu support, opening doors to senior engineering, product management, or leadership positions. Regular training, knowledge sharing, and exposure to global projects accelerate development. With Canonical's growth in AI, cloud, and IoT, you'll evolve alongside breakthrough technologies. The remote-first model fosters work-life balance while enabling worldwide impact.

Why Join Canonical

Work on Ubuntu, the backbone of modern computing, supporting enterprises worldwide. Thrive in a remote-first culture with minimal office time and maximum flexibility. Collaborate with top talent across 75+ countries, contributing to open source innovation. Canonical's profitability and founder leadership ensure stability and vision. If you love Linux, customer success, and open source, this is your chance to build a rewarding career.

Role FAQs

Is this role fully remote?

Yes, this is a globally remote role with no office requirement, except for optional in-person team meetings 2-4 times yearly.

What does the weekend rotation entail?

A regular rotation to provide support coverage, ensuring customers receive help anytime.

Do I need prior Canonical experience?

No, but passion for Linux, troubleshooting skills, and customer support experience are essential.

How is travel handled?

International travel twice yearly for up to two weeks, fully supported by Canonical.

What salary can I expect?

Compensation is competitive, based on experience and location, with annual reviews.