About Canonical
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 breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. We recruit on a global basis and set a very high standard for people joining the company.
Job Overview
This is an opportunity for a 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. You will be accountable for delivering an outstanding technical support experience on the full Desktop and Server technical stack.
Location
This is a globally remote role, unless specified otherwise.
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 support cases and ensure they are handled according to the Service Level Agreement (SLA) with the highest possible customer satisfaction.
• Engage directly with customers 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.
• Understand the Ubuntu development process to set customer expectations correctly on the timeline for a fix.
• Dedicate time to learn about new products and technologies and evolve as a professional.
• Participate in training sessions, team gatherings and company events.
Qualifications
• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record from high school and university.
• Undergraduate degree in a technical subject or a compelling narrative about an alternative chosen path.
• Track record of exceeding expectations to achieve outstanding results.
• Experience with Linux troubleshooting (collecting logs and stack traces, fine‑tuning configuration files).
• Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.).
• Ability to navigate 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 of up to two weeks long.
• Extensive customer support experience, with a focus on customer needs and professional communication.
Benefits & Perks
• 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‑driven annual bonus or commission.
• Recognition rewards, annual holiday leave, maternity and paternity leave, employee assistance programme.
• Opportunity to travel to new locations to meet colleagues and priority pass/travel upgrades for long‑haul company events.
Equal Opportunity Statement
Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
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