About this role.
Canonical is seeking a customer-facing Linux support engineer to resolve complex Ubuntu Desktop and Server issues for enterprise customers. The role owns cases from qualification through resolution, collaborates through tickets, phone, and remote sessions, and escalates issues when appropriate. Success requires strong Linux troubleshooting, including logs, stack traces, configuration changes, authentication or directory services, and network file systems. The engineer will contribute knowledge-base content, work within SLA expectations, participate in a weekend rotation, and communicate clear timelines and next steps to customers. This is a home-based Singapore role within Canonical's distributed APAC organization, with international travel expected twice annually.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would first confirm the scope, recent changes, affected users, and exact error messages. I would collect relevant system, SSSD or LDAP, Kerberos, DNS, and network logs; validate configuration files and name resolution; then test connectivity and authentication with controlled commands. I would document findings, apply a low-risk remediation when appropriate, and escalate with a concise evidence package if the issue indicates a product defect.
I prioritize using contractual SLA commitments, production impact, security implications, number of affected users, and the availability of workarounds. I communicate an initial response and realistic next update time for every case, then reassess priorities as evidence or business impact changes. Clear documentation and proactive expectation setting prevent lower-priority customers from being left without visibility.
I would include a concise problem statement, customer impact, environment and version details, reproducible steps, expected versus observed behavior, relevant sanitized logs and stack traces, configuration excerpts, and troubleshooting already completed. I would also state my current hypothesis and the specific decision or expertise needed. This helps the receiving team begin investigation without repeating basic discovery.
I would explain the issue in clear, non-jargon language, distinguish a workaround from a permanent fix, and avoid promising an unverified delivery date. I would outline the current status, the next technical milestone, any available mitigations, and a specific time for the next update. The goal is to be transparent, empathetic, and precise while maintaining trust.
I would create an article with the symptoms, affected scope, prerequisites, diagnostic commands, likely causes, resolution steps, validation checks, and escalation criteria. I would remove customer-specific information and make the instructions easy to scan for both customers and support colleagues. After publication, I would link the article to related cases and update it when product behavior or best practices change.
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world’s leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.
The company is founder led, profitable and growing.
This is an opportunity for an Linux Engineer/Administrator with a passion for Linux and Customer Success to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. If you have a passion for technology and an eagerness to learn, then you will enjoy working with some of the best people in the industry at Canonical.
You will be accountable for delivering an outstanding technical support experience on the full Desktop and Server technical stack at Canonical. 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.
Your day to day job is to provide technical expertise, be an excellent communicator and a service-oriented professional. Every day you will have to make judgement calls to prioritise customer issues and maximise your effectiveness. You will also need to set time aside to learn about our new products and technologies and evolve as a professional. You will participate in various training sessions, team gatherings and Company events.
Location: Home-based in Singapore.
The role entails
- Investigate issues reported by customers by researching and escalating issues
- Work to resolve complex customer problems related to Canonical’s portfolio of products.
- Ownership of results: Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
- Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues.
- Participate in a regular weekend working rotation.
- Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
- Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.
What are we looking for in you
- Professional written and spoken English with excellent presentation skills
- Exceptional academic track record from both high school and university
- Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path
- Track record of going above-and-beyond expectations to achieve outstanding results
- Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files)
- Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.)
- Troubleshooting experience:
- Linux integration with other environments (authentication/directory services, network file systems, etc.).
- Ability to navigate effectively stack traces and logs, and advise on next steps.
- Solid understanding of OS and Application level bugs and when to escalate to the correct team.
- Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
- Programming fundamentals in any language.
- Ability to travel internationally twice a year for company events up to two weeks long
- Extensive Customer support experience is key:
- Customer needs are top priority.
- Communicate professionally, emphatically, clearly and set the right expectations.
What we offer colleagues
We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.
- 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
About Canonical
Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence – in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.
Canonical is an equal opportunity employer
We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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