Linux Desktop & Devices Support Engineer

OverviewCanonical is a leading provider of open source software and operating systems to the global enterprise and technology markets.

Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT.

The company is founder led, profitable and growing, with 1100+ colleagues in 75+ countries and very few office based roles.

This is a globally remote role unless specified otherwise.This is an opportunity for a Linux Engineer / Administrator with a passion for Linux and Customer Success to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products.ResponsibilitiesInvestigate issues reported by customers by researching and escalating issuesWork to resolve complex customer problems related to Canonical's portfolio of productsOwn and manage each support case to ensure the highest possible customer satisfaction by meeting SLAs, setting the right expectations, and fulfilling commitmentsEngage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve issuesParticipate in a regular weekend working rotationContribute and maintain knowledge base articles, ensuring shared knowledge and lessons learned are available to customersUnderstand Ubuntu development processes to set customer expectations correctly on timelines for a fixWhat we are looking forProfessional written and spoken English with excellent presentation skillsExceptional academic track record from both high school and universityUndergraduate degree in a technical subject or a compelling narrative about an alternative pathTrack record of going above-and-beyond to achieve outstanding resultsExperience 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 : navigating stack traces and logs, and advising on next steps; solid understanding of OS and application level bugs and when to escalateAbility to learn quickly, thrive on change and handle the pressure of a customer-facing jobProgramming fundamentals in any languageAbility to travel internationally twice a year for company events up to two weeks longExtensive customer support experience with a focus on prioritizing customer needs and professional, empathic communicationWhat we offerDistributed work environment with twice-yearly team sprints in personPersonal learning and development budget of USD 2,000 per yearAnnual compensation reviewRecognition rewardsAnnual holiday leaveMaternity and paternity leaveEmployee Assistance ProgrammeOpportunity to travel to new locations to meet colleaguesPriority Pass and travel upgrades for long-haul company eventsAbout CanonicalCanonical is a pioneering tech firm at the forefront of the global move to open source.

As the company that publishes Ubuntu, we are changing the world of software and recruiting on a global basis with high standards.

Most colleagues have worked from home since 2004.

Working here challenges you to think differently, work smarter, learn new skills, and raise your game.Canonical is an equal opportunity employerWe are proud to foster a workplace free from discrimination.

Diversity of experience, perspectives, and background create a better work environment and better products.

Whatever your identity, we will give your application fair consideration.

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