Linux Desktop

OverviewCanonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is 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 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.ResponsibilitiesInvestigate issues reported by customers by researching and escalating issuesWork to resolve complex customer problems related to Canonical\'s portfolio of productsOwnership 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 commitmentsEngage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issuesParticipate in a regular weekend working rotationContribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customersUnderstanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fixWhat we are looking for in youProfessional written and spoken English with excellent presentation skillsExceptional academic track record from both high school and universityUndergraduate degree in a technical subject or a compelling narrative about your alternative chosen pathTrack record of going above-and-beyond expectations to achieve outstanding resultsExperience 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 stepsSolid understanding of OS and Application level bugs and when to escalate to the correct teamAbility to learn quickly, thrive on change and handle the pressure of a customer facing jobProgramming fundamentals in any languageAbility to travel internationally twice a year for company events up to two weeks longExtensive Customer support experience is key: Customer needs are top priority; Communicate professionally, emphatically, clearly and set the right expectationsWhat we offerDistributed work environment with twice-yearly team sprints in personPersonal learning and development budget of USD 2,000 per yearAnnual compensation reviewRecognition rewardsAnnual holiday leaveMaternity and paternity leaveEmployee Assistance ProgrammeOpportunity to travel to new locations to meet colleaguesPriority Pass, and travel upgrades for long haul company eventsAbout CanonicalCanonical 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 employerWe 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. #J-18808-Ljbffr