Linux Desktop & Devices Support Engineer - Remote

Overview

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

In Short

• Investigate issues reported by customers by researching and escalating issues.
• Work to resolve complex customer problems related to Canonical’s portfolio of products.
• Ownership of results: Ensure that each support case is handled according to our Service Level Agreement (SLA) with high customer satisfaction.
• Engage directly with customers via phone, ticketing system, and remote sessions.
• 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.

Requirements

• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record.
• Undergraduate degree in a technical subject or equivalent experience.
• Experience with Linux troubleshooting and integration.
• Ability to learn quickly and handle customer-facing pressure.
• Programming fundamentals in any language.
• Extensive customer support experience.

Benefits

• Distributed work environment with twice-yearly team sprints in person.
• Personal learning and development budget of USD 2,000 per year.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave.
• Maternity and paternity leave.
• Employee Assistance Programme.
• Opportunity to travel to new locations to meet colleagues.
• Priority Pass and travel upgrades for company events.