Canonical 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 various breakthrough enterprise initiatives, including public cloud, data science, AI, engineering innovation, and IoT. As a Linux Engineer/Administrator, you will support the technical needs of customers utilizing Ubuntu and open source products. In this role, you will be accountable for delivering an outstanding technical support experience across the Desktop and Server technical stack at Canonical. Responsibilities include managing support cases from problem qualification to resolution, engaging directly with customers through phone, ticketing systems, and remote sessions, and collaborating with colleagues as needed. You will also participate in a regular weekend working rotation.
Key Responsibilities:
- Investigate customer-reported issues by researching and escalating as necessary.
- Ensure support cases are handled in accordance with the Service Level Agreement (SLA) and customer satisfaction standards.
- Contribute to the knowledge base by creating and maintaining articles for customer reference.
- Understand the Ubuntu development process to manage customer expectations on problem resolution timelines.
Requirements:
- Professional written and spoken English with excellent presentation skills.
- Exceptional academic record with a relevant undergraduate degree or equivalent experience.
- Experience with Linux troubleshooting, configuration, and integration with other environments.
- Ability to navigate stack traces and logs effectively.
- Strong customer support experience and demonstrated ability to communicate professionally and clearly.
- Willingness to travel internationally twice a year for up to two weeks for company events.
What We Offer:
- Competitive compensation based on location, experience, and performance.
- Annual compensation review and performance-driven bonuses.
- Personal learning and development budget of USD 2,000 per year.
- Benefits including annual holiday leave, maternity and paternity leave, and Employee Assistance Programme.
- Opportunities for travel and collaboration with colleagues across the globe.
Language Requirements:
Fluency in professional written and spoken English is essential.
Canonical is an equal opportunity employer, committed to creating a diverse work environment free from discrimination. Your application will be considered without regard to your identity or background.
