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. The role of a Linux Desktop & Devices Support Engineer at Canonical involves delivering an outstanding technical support experience across the full Desktop and Server technical stack. You will be responsible for managing your cases from problem qualification to resolution, involving colleagues or senior engineers as necessary.
Key Responsibilities:
- Provide technical support for employees from your remote home office.
- Own new cases via telephone, email, and web, acting as an internal customer advocate.
- Ensure that each support case is handled according to the Service Level Agreement (SLA) with high customer satisfaction.
- Contribute to the knowledge base by creating and maintaining articles.
- Communicate technical notices for internal and external purposes.
- Prioritize tasks effectively to meet urgent needs.
- Engage in continuous learning regarding new products and services.
- Maintain communication with the team and identify opportunities for service improvement.
- Participate in a regular weekend working rotation.
Requirements:
- Bachelor's degree in a technical field (Computer Science, MIS, Electrical Engineering, etc.).
- Experience with system performance troubleshooting and Linux troubleshooting.
- Familiarity with Linux integration (authentication/directory services, network file systems).
- Programming fundamentals in any language (e.g., bash, Python, Perl, Ruby, JavaScript, C/C++, Go).
- Strong written and verbal English communication skills.
- Willingness to travel up to 4 times a year for internal events.
Additional Skills (Optional):
- Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
- Contribution to open-source projects or forums.
- Experience with Linux Kernel.
Benefits:
- Fully remote working environment.
- Personal learning and development budget of $2,000 per annum.
- Annual compensation review and recognition rewards.
- Annual holiday leave and parental leave.
- Employee Assistance Programme.
- Opportunity to travel to meet colleagues at events.
- Travel upgrades for long haul company events.
About Canonical:
Canonical is a pioneering tech firm leading the global shift to open-source technologies. As the publisher of Ubuntu, Canonical plays a crucial role in various sectors, including AI, IoT, and cloud computing. The company has been remote-first since 2004 and values diversity and inclusion in its workforce, providing equal opportunity to all applicants.
