Linux Desktop Support Engineer

Summary

Join Canonical as a Linux Desktop Support Engineer to deliver outstanding technical support experience on the full Desktop and Server technical stack. As a remote-based role in the EMEA region, you will provide technical expertise, communicate effectively, and prioritize customer issues while learning about new products and technologies.

Requirements

• Bachelors or equivalent four year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc
• Experience with system performance troubleshooting
• 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.)
• Experience with Linux server administration
• Programming fundamentals in any language (bash, python, Perl, Ruby, Javascript, C or C++, Go)
• Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
• Strong written and verbal English communication skills
• Willingness to travel up to 4 times a year for internal events

Responsibilities

• Work from your remote home office and provide technical support for employees
• Be available to take ownership of new cases via telephone, email and web
• Act as an internal customer advocate keeping them updated in a timely manner
• 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
• Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers
• Draft and distribute technical notices for internal and external communication
• Prioritise your work in order to accomplish the most important and urgent tasks first
• Keep on learning as our products and services grow and evolve
• Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix
• Maintain regular communication and information exchange with the rest of the team, locally and remotely
• Identify and suggest any opportunities to provide a better service
• Participate in a regular weekend working rotation

Benefits

• Fully remote working environment - we’ve been working remotely since 2004!
• Personal learning and development budget of 2,000USD per annum
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Parental Leave
• Employee Assistance Programme