Dedicated Linux Desktop & Devices Support Engineer

About the role

Canonical, the company behind Ubuntu, is hiring a dedicated Linux Desktop and Devices Support Engineer who works from home in Singapore. The role suits an engineer or administrator with a passion for Linux and customer success, responsible for delivering a strong technical support experience across the full desktop and server stack, from problem qualification to full resolution.

Key responsibilities

• Investigate issues reported by customers, research them and escalate where needed
• Resolve complex customer problems related to Canonical's product portfolio
• Own each support case and meet the Service Level Agreement (SLA) while keeping customer satisfaction high
• Work directly with customers by phone, ticketing system and remote sessions
• Take part in a regular weekend working rotation
• Write new knowledge base articles and maintain existing ones
• Understand the Ubuntu development process so customers get realistic timelines for fixes

Required profile

• Professional written and spoken English with excellent presentation skills
• Strong academic record from high school and university, with an undergraduate degree in a technical subject or a compelling alternative path
• Proven ability to go above and beyond to deliver outstanding results
• Extensive customer support experience, with customer needs as the top priority
• Ability to learn quickly, thrive on change and handle the pressure of a customer-facing job
• Willingness to travel internationally twice a year for company events, up to two weeks long

Required skills

• Linux troubleshooting: collecting logs and stack traces, tuning by editing configuration files
• Linux integration with other environments such as authentication and directory services and network file systems
• Navigating stack traces and logs and advising on next steps
• Solid understanding of OS and application-level bugs and when to escalate to the right team
• Programming fundamentals in any language

What we offer

• Distributed work environment with twice-yearly in-person team sprints
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review, recognition rewards and annual holiday leave
• Maternity and paternity leave, Employee Assistance Programme and travel opportunities
• Priority Pass and travel upgrades for long-haul company events