Linux Desktop

Join to apply for the Linux Desktop & Devices Support Engineer role at CanonicalCanonical 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.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.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.Role EntailsInvestigate issues reported by customers by researching and escalating issuesWork 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 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, navigation of stack traces and logs, and solid understanding of OS and Application level bugs.Ability to learn quickly, thrive on change and handle the pressure of a customer facing jobProgramming fundamentals in any language.Ability 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 expectations.What We Offer ColleaguesDistributed 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.Equal Opportunity EmployerCanonical 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. #J-18808-Ljbffr