Linux Desktop & Devices Support Engineer

About This Role

This role is for an Entry Level Linux Engineer/Administrator with a passion for customer success, supporting the technical needs of customers using Ubuntu and open-source products. You will be accountable for delivering outstanding technical support on Canonical's full Desktop and Server technical stack.

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 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
• Understand 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 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