Linux Desktop & Devices Support Engineer

About This Role

Canonical is seeking a Linux Engineer/Administrator with a passion for Linux and customer success to provide technical support for customers using Ubuntu and other open source products. This role involves investigating and resolving complex customer issues related to Canonical's product portfolio.

Responsibilities

• Investigate and resolve issues reported by customers by researching and escalating issues
• Work to resolve complex customer problems related to Canonical's portfolio of products
• Ensure that each support case is handled according to Service Level Agreement (SLA) with high customer satisfaction
• Engage directly with customers via phone, ticketing system, and remote sessions to resolve issues
• Participate in a regular weekend working rotation
• Contribute new knowledge base articles and maintain existing articles to share knowledge
• Understand the Ubuntu development process to set customer expectations correctly on fix timelines

Requirements

• Professional written and spoken English with excellent presentation skills
• Exceptional academic track record from both high school and university
• Track record of going above-and-beyond expectations
• Experience with Linux troubleshooting (collecting logs, stack traces, fine-tuning config files)
• Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.)
• Ability to navigate stack traces and logs, and advise on next steps
• Solid understanding of OS and Application level bugs and when to escalate
• Ability to learn quickly, thrive on change, and handle pressure in a customer-facing job
• Programming fundamentals in any language
• Ability to travel internationally twice a year for company events up to two weeks long
• Extensive Customer support experience

Qualifications

• Undergraduate degree in a technical subject

Skills

* Required skills

Benefits