About the Job:
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. If you have a passion for technology and an eagerness to learn, you will enjoy working with some of the best people in the industry at Canonical.
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Role Overview:
As a Linux Desktop & Devices Support Engineer at Canonical, you will be accountable for delivering an outstanding technical support experience on the full Desktop and Server technical stack. You will manage your cases from problem qualification to full resolution, transferring them to colleagues or senior engineers when necessary.
Your day-to-day responsibilities will include providing technical expertise, excellent communication, and service-oriented professionalism, while prioritizing customer issues effectively. You will also have opportunities to learn about new products and technologies, participate in training sessions, and contribute to team gatherings and company events.
Key Responsibilities:
- Provide technical support for customers via telephone, email, and the web.
- Take ownership of new cases and ensure they are handled according to Service Level Agreements (SLAs).
- Maintain communication with customers, keeping them updated in a timely manner.
- Contribute to knowledge base articles, maintain existing content, and draft technical notices.
- Prioritize and manage work to focus on urgent tasks.
- Continuously learn as products and services evolve.
- Participate in a regular weekend working rotation.
Qualifications:
- Bachelor’s degree in a technical field (Computer Science, MIS, Electrical Engineering, etc.) or equivalent experience.
- Experience with system performance troubleshooting and Linux troubleshooting.
- Familiarity with Linux integration, server administration, and programming fundamentals.
- Strong written and verbal English communication skills.
- Willingness to travel up to 4 times a year for internal events.
Additional Skills:
- Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
- Engagement with open-source projects or forums.
- Knowledge of Linux Kernel.
Benefits:
- Fully remote working environment since 2004.
- Personal learning and development budget of $2,000 per annum.
- Annual compensation review and recognition rewards.
- Annual leave and parental leave.
- Employee Assistance Programme.
- Opportunities to travel for company events.
About Canonical:
Canonical is a pioneering tech firm at the forefront of the global move to open source. As the publisher of Ubuntu, we are changing the world daily. We recruit globally and maintain a high standard for our team members. Canonical promotes a diverse workplace free from discrimination and values experience, perspectives, and backgrounds that enhance our work environment and products.
