Overview
In this role you will deliver technical support to Canonical’s employees and customers, with responsibilities for AV support at conferences and events. You will own cases from qualification to resolution, escalating when needed, and work with engineers to translate complex open-source challenges into clear solutions. You’ll collaborate with internal teams to bridge code fixes and customer satisfaction, while guiding customers through Ubuntu development timelines. You will contribute to a shared knowledge base and participate in weekend rotations to ensure continuous support. This is a chance to work at Canonical, shaping open-source solutions for real-world use and expanding your expertise.
Pay / Benefits
- annual compensation review
- performance-driven bonus or commission
- annual learning budget USD 2,000
- maternity and paternity leave
- Employee Assistance Programme
- travel opportunities for company events
Responsibilities
- Provide empathetic, direct engagement with customers across remote sessions, tickets, and live conversations to resolve technical roadblocks
- Collaborate with internal engineering teams and regional peers to translate fixes into practical customer outcomes
- Own and manage support cases with transparency and accountability
- Offer Ubuntu lifecycle guidance and explain timelines for engineering fixes to customers
- Author and maintain knowledge base articles to share lessons with the open-source community
- Participate in regular weekend shifts to ensure high-touch continuity of care for global partners
Key requirements
- Excellent written and spoken English communication
- Strong interpersonal skills with empathy in high-stakes technical situations
- Undergraduate degree in a technical subject or compelling alternative path
- On-site availability at the London office
- Proven track record of delivering above-expectation results
- Hands-on experience supporting Linux systems with exposure to virtualization/cloud and containers
- Familiarity with networking, stack traces, logs, and basic debugging
- Basic programming logic to aid collaboration with Canonical Engineering teams
- empathy
- excellent communication
- problem solving
- Linux systems administration
- Virtualization/Cloud (KVM, OpenStack)
- Containers (Docker, LXD/LXC, Kubernetes)
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