Linux Desktop Support Engineer

Location: Office-based in London, UK

Company

Canonical provides open-source software and operating systems, including Ubuntu, for enterprise, cloud, data science, AI, engineering, and IoT markets.

What you will do

• Provide technical support to employees and customers through remote sessions, ticketing, and live conversations.
• Own support cases from qualification through resolution, transferring cases or involving senior engineers when needed.
• Collaborate with internal engineering teams and regional peers to resolve technical issues and improve customer outcomes.
• Guide customers on the Ubuntu development lifecycle and expected engineering fix timelines.
• Write and maintain accessible knowledge base articles.
• Participate in a regular weekend working rotation and provide AV support for office conferences and events.

Requirements

• Exceptional written and spoken English, with the ability to explain technical complexity clearly and empathetically.
• Passion for helping people and emotional intelligence for handling high-stakes technical situations.
• Exceptional academic performance in high school and university.
• Undergraduate degree in a technical subject, or a compelling explanation of an alternative path.
• Must be based in Canonical’s London, UK office.
• Demonstrated ability to exceed expectations and deliver meaningful results for teams or customers.
• Hands-on experience supporting Linux systems, with exposure to at least three of the following: KVM or OpenStack; Docker, LXD/LXC, or Kubernetes; block, object, or network storage; bonding, firewalls, bridging, switching, or MTU tuning.
• Strong troubleshooting skills, including analyzing stack traces and logs, identifying operating-system or application-level bugs, and guiding customers through next steps.
• Basic programming logic in any language to support code analysis and collaboration with engineering teams.

Culture & Benefits

• Distributed work environment with twice-yearly in-person team sprints.
• USD 2,000 annual personal learning and development budget.
• Annual compensation review, recognition rewards, and performance-driven annual bonus or commission.
• Annual holiday leave, maternity and paternity leave, and an Employee Assistance Programme.
• Opportunities to travel to meet colleagues, including travel upgrades and Priority Pass for long-haul company events.