Linux Desktop Support Engineer (Remote - Americas)

Canonical Group - San Jose, CA

Full-time - Entry Level

Remote - San Jose, CA

Professional, Scientific, and Technical Services

About the position

The Linux Desktop Support Engineer at Canonical is responsible for delivering exceptional technical support for customers using Ubuntu and open source products. This role involves managing support cases from problem qualification to resolution, ensuring high customer satisfaction, and contributing to knowledge sharing within the team. The position requires strong communication skills and a commitment to continuous learning in a fully remote work environment.

Responsibilities

• Provide technical support for employees from a remote home office.
• Take ownership of new cases via telephone, email, and web.
• Act as an internal customer advocate, keeping them updated in a timely manner.
• Ensure support cases are handled according to Service Level Agreements (SLA) with high customer satisfaction.
• Contribute to and maintain knowledge base articles for shared knowledge.
• Draft and distribute technical notices for internal and external communication.
• Prioritize work to accomplish the most important and urgent tasks first.
• Continuously learn about new products and services as they evolve.
• Understand the Ubuntu development process to set customer expectations correctly.
• Maintain regular communication with the team, both locally and remotely.
• Identify and suggest opportunities to improve service.
• Participate in a regular weekend working rotation.

Requirements

• Bachelor's degree in a technical field (Computer Science, MIS, Electrical Engineering, etc.).
• Experience with system performance troubleshooting.
• Experience with Linux troubleshooting, including log collection and configuration file editing.
• Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.).
• Experience with Linux server administration.
• Programming fundamentals in any language (bash, python, Perl, Ruby, Javascript, C or C++, Go).
• Strong written and verbal English communication skills.
• Ability to learn quickly and thrive under pressure in a customer-facing role.
• Willingness to travel up to 4 times a year for internal events.

Nice-to-haves

• Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
• Experience with other open-source desktop technologies.
• Active contribution to open-source projects/forum/code.
• Experience with Linux Kernel.

Benefits

• Fully remote working environment.
• Personal learning and development budget of 2,000 USD per annum.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave.
• Parental Leave.
• Employee Assistance Programme.
• Opportunity to travel to new locations to meet colleagues at 'sprints'.
• Priority Pass for travel and travel upgrades for long haul company events.