Linux Desktop Support Associate

This is an opportunity to kickstart your career by joining Canonical. You will be working from our Canonical London Office and will be accountable for delivering technical support to our employees and customers, as well as facilitating AV support for office conferences and events. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers.

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers, and industry leaders across sectors. The company is pioneer in global distributed collaboration, with over 1100 colleagues in 75+ countries and few office-based roles. Teams meet several times a year in various global locations to align on strategy and execution.

The company is founder-led, profitable, and growing.

This role is ideal for a Linux Engineer/Administrator passionate about Linux and Customer Success, eager to build a career supporting Ubuntu and open source products. If you love technology and learning, you'll enjoy working with some of the best in the industry at Canonical.

You will be responsible for delivering excellent technical support across the Desktop and Server stacks at Canonical. You will own cases from start to resolution, collaborating with colleagues or involving senior engineers when necessary.

Your daily tasks include providing technical expertise, effective communication, and a service-oriented approach. You will prioritize customer issues, allocate time for learning about new products, and participate in training, team gatherings, and company events.

Location: Office Based in London, England

The role entails:

1. Investigating customer-reported issues through research and escalation.
2. Resolving complex problems related to Canonical's products.
3. Owning support cases to meet SLAs and ensure high customer satisfaction.
4. Engaging directly with customers via phone, ticketing, and remote sessions.
5. Participating in a weekend support rotation.
6. Contributing to and maintaining knowledge base articles.
7. Understanding Ubuntu development to set realistic customer expectations.

What are we looking for in you:

• Excellent written and spoken English, with strong presentation skills.
• Outstanding academic record from high school through university.
• Degree in a technical field or a compelling alternative narrative.
• Proven track record of exceeding expectations.
• Experience with Linux troubleshooting, logs, and configuration editing.
• Familiarity with Linux integration with other systems (authentication, network file systems, etc.).
• Ability to analyze logs and stack traces effectively.
• Quick learner, adaptable, and able to handle customer-facing pressure.
• Basic programming skills.
• Willingness to travel internationally twice a year for up to two weeks.
• Extensive customer support experience, with a focus on professional communication and expectation management.

What we offer colleagues:

• Distributed work environment with biannual team sprints.
• Annual learning and development budget of USD 2,000.
• Regular compensation reviews.
• Recognition rewards, holiday leave, maternity/paternity leave.
• Employee Assistance Programme.
• Travel opportunities for company events and meetings.

About Canonical:

Canonical is a pioneering tech company leading the open source movement. As the publisher of Ubuntu, a key platform for AI, IoT, and cloud, we are transforming software. We hire globally and set high standards for excellence. Working here means thinking differently, working smarter, and continuous learning.

Canonical is an equal opportunity employer: We foster a workplace free from discrimination. Diversity enhances our environment and products. We value your application regardless of your background or identity.