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Linux Desktop & Devices Support Engineer

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Canonical

15d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • London
    Remote
  • Quick Apply

AI generated summary

  • You should have strong English skills, a tech degree or compelling narrative, Linux troubleshooting experience, customer support expertise, and the ability to learn quickly and handle pressure.
  • You will investigate customer issues, collaborate for resolutions, ensure SLA compliance, contribute to knowledge articles, and understand the Ubuntu development process for accurate timeline communication.

Requirements

  • Professional written and spoken English with excellent presentation skills
  • Exceptional academic track record from both high school and university
  • Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path
  • 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.)
  • Troubleshooting experience:
  • 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.
  • Ability to travel internationally twice a year for company events up to two weeks long
  • Extensive Customer support experience is key:
  • Customer needs are top priority.
  • Communicate professionally, emphatically, clearly and set the right expectations.

Responsibilities

  • 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 owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
  • 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, ensuring shared knowledge and lessons learned are available to customers.
  • Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.

FAQs

Do we support remote work?

Yes, this role is a globally remote position.

What is the primary role of the Linux Desktop & Devices Support Engineer?

The primary role is to provide outstanding technical support for Canonical's portfolio of products, troubleshoot complex customer issues, and manage customer cases from problem qualification to full resolution.

What qualifications are required for this position?

An undergraduate degree in a technical subject or a compelling narrative about an alternative chosen path, along with exceptional academic performance, is required.

What language skills are expected?

Professional written and spoken English with excellent presentation skills are required.

Is there a need for customer support experience?

Yes, extensive customer support experience is key, as customer needs are a top priority in this role.

Will I need to work on weekends?

Yes, the role requires participation in a regular weekend working rotation.

Is there an opportunity for professional development?

Yes, there is a personal learning and development budget of USD 2,000 per year.

How often is compensation reviewed?

Compensation is reviewed annually, with more frequent reviews for graduates and associates to ensure recognition of outstanding performance.

Are there travel requirements for this position?

Yes, the role requires the ability to travel internationally twice a year for company events, up to two weeks long.

What type of team environment does Canonical promote?

Canonical promotes a distributed work environment with twice-yearly team sprints in person to align on strategy and execution.

How does Canonical support work-life balance?

Canonical offers annual holiday leave, maternity and paternity leave, and an Employee Assistance Program to support work-life balance.

What is Canonical's stance on diversity and inclusion?

Canonical is proud to foster a workplace free from discrimination and believes that diversity of experience, perspectives, and background creates a better work environment and better products.

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Canonical

Enterprise open source, secured and delivered by the publisher of Ubuntu.

Technology
Industry
501-1000
Employees
2004
Founded Year

Mission & Purpose

Canonical is a technology company known for developing and supporting Ubuntu, a popular open-source operating system. The company focuses on providing reliable, secure, and cost-effective solutions for cloud computing, IoT, and containers. By leveraging open-source technologies, Canonical aims to enable innovation and digital transformation for businesses and developers worldwide. The company is committed to ensuring high performance and scalability, promoting the adoption of open-source software, and fostering a global community of users and contributors.

Benefits

  • Remote working

    Canonical has been a fully distributed organisation since its origin in 2004. Digital collaboration allows us to enjoy our home environment and work with the best in the world in our domain. We meet each other at least twice per year during in-person sprints to nurture cross-team relationships.

  • We build trust

    Zero commute means more time for the things you enjoy. At the same time, we have very high expectations of commitment and independent execution. We invest in people who are self-driven, motivated and highly organised. We take our responsibility for the most critical elements of open infrastructure very seriously, and we are committed to quality in every aspect of our product and services.

  • We engineer excellence

    We aspire to lead on the global stage. There’s no other way to describe it than hard work, hard challenges and hard competition. You will need to show that you can compete in deeply challenging intellectual fields. Your colleagues are aiming for the top, and they depend on you to set the same standard in your area of responsibility. That’s tough but incredibly satisfying. We value those who take ownership of their area and take opportunities to be exceptional.

  • We travel

    We optimise our team structure for time zone overlap. Collaboration and inspiration takes time to fully develop but leadership at Canonical means building cross-team relationships. We nurture those relationships through regular global summits which bring diverse teams or their leaders together. We host these events around the world to discover great places to explore and appreciate in the process. Team events have taken place in Vancouver, Brugge, New York, Budapest, Orlando, Cape Town, Warsaw, Seoul, Paris, Portland, Lyon, London, Toronto and many more.

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