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CanonicalDedicated Linux Desktop & Devices Support Engineer, Singapore
Canonical, the company behind the Ubuntu operating system, develops and supports software and operating systems that are open source, for enterprise and technology customers. It has…
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About This Role
Canonical, the company behind the Ubuntu operating system, develops and supports software and operating systems that are open source, for enterprise and technology customers. It has more than 1,100 colleagues across 75-plus countries, most of whom work from home, and teams meet in person two to four times a year. The company is led by its founder, and it reports being profitable and growing. The Linux Desktop Support Engineer role…
Job Description
Canonical, the company behind the Ubuntu operating system, develops and supports software and operating systems that are open source, for enterprise and technology customers. It has more than 1,100 colleagues across 75-plus countries, most of whom work from home, and teams meet in person two to four times a year. The company is led by its founder, and it reports being profitable and growing.
The Linux Desktop Support Engineer role is home-based in Singapore and suits people who enjoy Linux and customer success. The engineer owns each support case from the first qualification of a problem through to resolution, sets the right expectations with customers, and brings in colleagues or senior engineers when a case needs it.
Daily work covers investigating customer-reported issues, gathering logs and stack traces, and working with customers over calls, tickets and remote sessions. Engineers must set priorities with judgment, follow the service level agreement that applies to each case, and write or update knowledge base articles so that shared fixes and lessons stay available to customers. The role also includes a regular weekend rotation, training and company events.
The support scope covers the full desktop and server stack. The posting values people who go beyond expectations and keep learning, and it says that understanding how Ubuntu is developed helps set accurate timelines for fixes. Because customer needs come first, the engineer must communicate in a professional, empathetic and clear way, even during difficult cases.
Responsibilities
- Investigate customer-reported problems through research and escalate them when needed
- Resolve complex issues involving Canonical's product portfolio
- Own assigned support cases and handle them within the service level agreement, setting the right expectations and keeping commitments
- Communicate with customers over calls, tickets and remote sessions to fix their problems
- Take part in a regular weekend rotation
- Write new knowledge base articles and keep existing ones up to date
- Understand Ubuntu's development process so timeline expectations for fixes are accurate
- Escalate cases to colleagues or senior engineers when a problem goes beyond your scope
Requirements
- Excellent written and spoken English with strong presentation skills
- A strong academic record through high school and university
- An undergraduate degree in a technical field, or a clear account of a different path you took
- Experience troubleshooting Linux by gathering logs and stack traces and tuning configuration files
- Experience connecting Linux systems to other environments, such as directory services and network file systems
- Ability to read stack traces and logs and recommend next steps
- Solid grasp of operating system and application bugs, and knowing when to escalate them to the right team
- Quick learning and adaptability, with the composure to handle pressure in customer-facing work
- Programming fundamentals in at least one language
- Able to attend company events abroad roughly two times annually, with some lasting as long as two weeks
- Strong customer support background, with customer needs as the top priority
- Communicate in a professional, empathetic and clear way, managing customer expectations
Core Skills
Benefits
- Distributed work with in-person team sprints twice a year
- Learning budget of USD 2,000 a year for personal development
- Annual pay review and recognition rewards
- Annual holiday leave, maternity leave and paternity leave
- Employee Assistance Programme
- Chances to visit new cities for company events that bring colleagues together
- Priority Pass access and travel upgrades on long-haul company events
- Yearly bonus or commission tied to performance
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role home-based?
Yes. The posting says the role is home-based in Singapore and that teams meet in person two to four times a year.
Is a salary listed?
The posting does not specify a salary. It says pay considers location, experience and performance, and that a yearly incentive or commission is part of compensation.
Does the job involve travel?
Yes, occasionally. The posting mentions travel abroad roughly two times annually for company gatherings, some lasting as long as two weeks.
How do I apply?
The posting does not include application instructions.
Sample Interview Questions
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