Linux Desktop & Devices Support Engineer

About This Role

Provide outstanding technical support for Canonical customers using Ubuntu and open source products, investigating and resolving complex issues and contributing to knowledge documentation. This role requires a passion for Linux and customer success, with a focus on delivering excellent service and continuous learning.

Responsibilities

• Investigate 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 owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction
• Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues
• Participate in a regular weekend working rotation
• Contribute new knowledge base articles and maintain existing articles
• Understand Ubuntu development process to be able to set customer expectations correctly on timeline for a fix

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 to achieve outstanding results
• Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files)
• Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.)
• Ability to navigate effectively stack traces and logs, and advise on next steps
• Solid understanding of OS and Application level bugs and when to escalate to the correct team
• Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
• Programming fundamentals in any language
• Extensive Customer support experience

Qualifications

• Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path

Skills

* Required skills

Benefits