[Remote] Linux Desktop & Devices Support Engineer

Note: The job is a remote job and is open to candidates in USA. Canonical is a leading provider of open source software and operating systems, known for its platform Ubuntu. The Linux Desktop & Devices Support Engineer will deliver exceptional technical support for customers utilizing Ubuntu and open source products, ensuring customer satisfaction and managing support cases effectively. Responsibilities • Investigate issues reported by customers by researching and escalating issues • Work to resolve complex customer problems related to Canonical's portfolio of products • Ownership of results: 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 Skills • 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 • 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.) • Troubleshooting experience: Linux integration with other environments (authentication/directory services, network file systems, etc.) • Ability to navigate effectively stack traces and logs, and advise on next steps • 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. Communicate professionally, emphatically, clearly and set the right expectations 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 Company Overview • We deliver open source to the world faster, more securely and more cost effectively than any other company. It was founded in 2004, and is headquartered in London, England, GB, with a workforce of 1001-5000 employees. Its website is http://www.canonical.com/. Company H1B Sponsorship • Canonical has a track record of offering H1B sponsorships, with 4 in 2025, 1 in 2024, 1 in 2023, 3 in 2022, 1 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job