[Hiring] Dedicated Linux Desktop & Devices Support Engineer @Canonical

Role Description

This is an opportunity for a 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.

You will be accountable for delivering an outstanding technical support experience on the full Desktop and Server technical stack at Canonical. Your day-to-day job includes:

• Investigate issues reported by customers by researching and escalating issues.
• Work to resolve complex customer problems related to Canonical’s portfolio of products.
• Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.
• 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.
• Understand the Ubuntu development process to set customer expectations correctly on the timeline for a fix.

Qualifications

• 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.).
• 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.

Requirements

• Customer needs are top priority.
• Communicate professionally, emphatically, clearly and set the right expectations.

Benefits

• 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.