Linux Technical Support Specialist

As a Support Engineer at Canonical, you will play a vital role in providing technical support to customers leveraging Ubuntu and open source products.

This is an opportunity for a hands-on engineer with eagerness to learn, a passion for Linux and open source technologies to work with some of the best people in the industry.

You will be accountable for delivering an outstanding technical support experience on the full technical stack at Canonical, across cloud, desktop and IoT.

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.

Our team provides expert level support and satisfaction to our peer groups and customers.

The role entails

• Providing technical support for employees from remote home offices.
• Taking ownership of new cases via telephone, email and web.
• Acting as an internal customer advocate, keeping them updated in a timely manner.
• Ensuring 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.
• Contributing new knowledge base articles and maintaining existing articles, ensuring shared knowledge and lessons learned are available to customers.
• Drafting and distributing technical notices for internal and external communication.
• Prioritising your work in order to accomplish the most important and urgent tasks first.
• Keeping on learning as our products and services grow and evolve.
• Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.
• Maintaining regular communication and information exchange with the rest of the team, locally and remotely.
• Identifying and suggesting any opportunities to provide a better service.
• Participating in a regular weekend working rotation.

What we are looking for in you

• 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.
• Confidence to respectfully speak up, exchange feedback, and share ideas without hesitation.
• 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).
• Knowledge or basic hands-on experience on 2 or more of:
• Linux server administration.
• Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go).
• Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.)
• Virtualization / Cloud computing concepts (provisioning, monitoring, orchestration, etc.).
• Ability to learn quickly, thrive on change and handle the pressure of a customer facing job.
• Strong written and verbal English communication skills.
• Appreciative of diversity, polite and effective in a multi-cultural, multi-national organisation.
• Result-oriented, with a personal drive to meet commitments.
• Ability to travel internationally twice a year, for company events up to two weeks long.

Nice-to-have skills

• Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
• Experience with other open-source desktop technologies.
• Active contribution to open-source projects/forum/code.

We consider geographical location, experience, and performance in shaping compensation worldwide.

• 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.