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 breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. As a part of our team, you will support the technical needs of customers leveraging Ubuntu and our open source products.
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In this role, you will deliver an outstanding technical support experience on the full Desktop and Server technical stack, from problem qualification to resolution. You will own and manage your cases, transferring them to senior engineers or colleagues when necessary.
Your daily responsibilities will include:
- Investigating customer-reported issues and resolving complex problems related to Canonical's product portfolio.
- Ensuring customer satisfaction by adhering to our Service Level Agreements (SLA).
- Engaging directly with customers via phone, ticketing systems, and remote sessions.
- Participating in a regular weekend working rotation.
- Contributing to knowledge base articles and maintaining existing resources.
Requirements:
- Professional written and spoken English with excellent presentation skills.
- Exceptional academic track record (high school and university); undergraduate degree in a technical subject preferred.
- Experience with Linux troubleshooting, integration with other environments, and solid understanding of OS and Application level bugs.
- Ability to navigate and advise on stack traces and logs.
- Programming fundamentals in any language.
- Extensive customer support experience, prioritizing customer needs effectively.
Work Conditions:
- This is a globally remote role.
- International travel twice a year for company events, lasting up to two weeks.
What We Offer:
- Competitive compensation, with annual reviews and performance-based bonuses.
- Personal learning and development budget of USD 2,000 per year.
- Distributed work environment with twice-yearly team sprints in person.
- Recognition rewards and various leave options including maternity and paternity leave.
Canonical values diversity and is proud to support a workplace free from discrimination. Applications from all backgrounds are considered fairly.
