The company 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 public cloud, data science, AI, engineering innovation, and IoT. This position offers an opportunity for a Linux Engineer/Administrator passionate about Linux and Customer Success to support the technical needs of customers leveraging Ubuntu and open source products.
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You will be accountable for delivering an outstanding technical support experience on the full Desktop and Server technical stack. Your responsibilities will include problem qualification to full resolution, managing support cases, and collaborating with colleagues when necessary. The role requires excellent communication skills, customer service orientation, and the ability to prioritize tasks effectively.
Key Responsibilities:
- Investigate and resolve customer issues by researching and escalating them.
- Ensure each support case is handled according to Service Level Agreements (SLA).
- Communicate directly with customers through various channels (phone, ticketing system, remote sessions).
- Contribute to knowledge base articles for shared learning.
Qualifications and Skills:
- Exceptional academic track record and undergraduate degree in a technical subject.
- Experience with Linux troubleshooting and integration with other environments.
- Ability to analyze stack traces and logs effectively.
- Programming fundamentals in any language.
- Proven ability to manage customer relationships and expectations professionally.
Work Conditions:
- This is a globally remote role.
- Participation in a regular weekend working rotation is required.
- Ability to travel internationally twice a year for company events up to two weeks long.
Language Requirements:
- Professional written and spoken English with excellent presentation skills is essential.
What We Offer:
- Compensation based on geographical location, experience, and performance.
- Performance-driven annual bonus or commission.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review and recognition rewards.
- Benefits include annual leave, maternity and paternity leave, and an Employee Assistance Programme.
- Opportunities for travel to new locations for team sprints and gatherings.
About the company:
The company is a pioneering tech firm at the forefront of the global move to open source software. As the publisher of Ubuntu, we aim to shape the future of technology. We value excellence and foster a diverse workplace free from discrimination, offering fair consideration to all applicants.
