Linux Desktop Support Associate (London UK office)

Job Description

Canonical is seeking a Linux Desktop Support Associate to join their London office. This role offers an opportunity to kickstart a career in open source software, providing technical support to employees and customers, and facilitating AV support for office conferences and events. The ideal candidate will own and manage their cases from problem qualification to resolution, escalating to senior engineers when necessary.

Canonical is a leading provider of open source software and operating systems, with Ubuntu being widely used in enterprise initiatives. The company values distributed collaboration and offers opportunities for teams to meet in person several times a year.

The role involves:

• Investigating and resolving complex customer issues related to Canonical’s products.
• Ensuring each support case is handled according to SLA with high customer satisfaction.
• Engaging directly with customers via phone, ticketing system, and remote sessions.
• Participating in a regular weekend working rotation.
• Contributing to and maintaining knowledge base articles.
• Understanding the Ubuntu development process to manage customer expectations.

Requirements:

• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record.
• Undergraduate degree in a technical subject or compelling alternative narrative.
• Track record of exceeding expectations.
• Experience with Linux troubleshooting and integration.
• Ability to navigate stack traces and logs.
• Solid understanding of OS and application-level bugs.
• Ability to learn quickly and handle pressure.
• Programming fundamentals in any language.
• Extensive customer support experience.

What Canonical offers:

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