Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets, known for its platform, Ubuntu. This opportunity is for a Linux Engineer/Administrator who has a passion for Linux and Customer Success. You will be responsible for delivering high-quality technical support for customers utilizing Ubuntu and other open source products.
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In this role, you will:
- Provide technical expertise and communicate effectively to deliver an outstanding support experience for both Desktop and Server technical stacks.
- Investigate and resolve complex customer problems related to Canonical's product portfolio.
- Ensure that all support cases are managed according to our Service Level Agreement (SLA) while achieving high customer satisfaction.
- Engage with customers through various channels (phone, ticketing system, remote sessions) to resolve issues.
- Contribute to the knowledge base by creating and maintaining articles for customer reference.
- Participate in a regular weekend working rotation.
Work Conditions:
- This is a remote role with the expectation of participating in international travel twice a year for company events (up to two weeks long).
- Candidates should have the ability to work in a fast-paced and dynamic environment, handling customer-facing challenges.
Language Requirements:
- Professional written and spoken English with excellent presentation skills.
Qualifications:
- Strong academic background from high school and university with an undergraduate degree in a technical field or relevant experience.
- Experience in Linux troubleshooting and integration with other environments.
- Ability to navigate logs and stack traces effectively for troubleshooting purposes.
- Excellent customer support skills with a track record of exceeding expectations.
- Programming fundamentals in any language would be beneficial.
What We Offer:
- Competitive compensation that reflects geographical location, experience, and performance along with an annual bonus or commission.
- Personal learning and development budget of USD 2,000 per year.
- Recognition rewards and annual compensation reviews.
- Comprehensive benefits including annual leave, maternity and paternity leave, and an Employee Assistance Programme.
- Opportunities for international travel to meet colleagues during team events.
Canonical is an equal opportunity employer committed to diversity and fostering an inclusive workplace.
