Job Description
A Linux Engineer Administrator role focused on providing technical support and troubleshooting for Canonical's open source products, primarily Ubuntu, to ensure customer success and satisfaction in a remote, home-based setting.
Key Responsibilities
- Investigate and research customer-reported issues related to Canonical's products
- Resolve complex customer problems and own support cases to ensure timely resolution
- Engage with customers via phone, ticketing system, and remote sessions to provide technical support
- Maintain and contribute to knowledge base articles for shared learning
- Set customer expectations accurately based on understanding of Ubuntu development process
- Prioritize customer issues to maximize support effectiveness and satisfaction
- Escalate issues to senior engineers or other teams when necessary
- Continuously learn about new products and technologies to improve support skills
Requirements
- Investigate issues reported by customers by researching and escalating issues
- Work to resolve complex customer problems related to Canonical s portfolio of products
- Own and manage support cases to ensure they are handled according to the Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling 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 to new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers
- Understand the Ubuntu development process to be able to set customer expectations correctly on timeline for a fix
- Possess professional written and spoken English with excellent presentation skills
- Have an exceptional academic track record from both high school and university
- Hold an undergraduate degree in a technical subject or demonstrate a compelling narrative about an alternative chosen path
- Have a track record of going above-and-beyond expectations to achieve outstanding results
- Have experience with Linux troubleshooting, including collecting logs and stack traces, and fine-tuning by editing configuration files
- Have experience with Linux integration with other environments such as authentication directory services, network file systems, etc.
- Be able to navigate effectively through stack traces and logs, and advise on next steps
- Have a solid understanding of OS and application level bugs and when to escalate to the correct team
- Be able to learn quickly, thrive on change, and handle the pressure of a customer-facing job
- Possess programming fundamentals in any language
- Be able to travel internationally twice a year for company events, up to two weeks long
- Have extensive customer support experience, with customer needs being the top priority
- Communicate professionally, emphatically, and clearly, setting the right expectations
Benefits & Perks
Compensation is based on location, experience, and performance, with annual reviews and more frequent reviews for graduates and associates
Performance-driven annual bonus or commission
Distributed work environment with twice-yearly in-person team sprints
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 long haul company events
Ready to Apply?
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