Linux Desktop

OverviewJoin to apply for the Linux Desktop & Devices Support Engineer role at Canonical.Canonical 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 enterprise initiatives across public cloud, data science, AI, engineering innovation and IoT. The company is founder led, profitable and growing, with 1100+ colleagues in 75+ countries and mostly remote roles. Teams meet in person 2–4 times per year at locations around the world to align on strategy and execution.This opportunity is for a Linux Engineer/Administrator with a passion for Linux and Customer Success to support customers leveraging Ubuntu and open source products.You will be accountable for delivering an outstanding technical support experience on the full Desktop and Server technical stack at Canonical. From problem qualification to full resolution, you will own and manage your cases, transferring to colleagues or involving senior engineers as needed. You will also set aside time to learn about new products and technologies and participate in training sessions, team gatherings and company events.Location: This is a globally remote role, unless specified otherwise.The role entailsInvestigate issues reported by customers by researching and escalating issuesWork to resolve complex customer problems related to Canonical's portfolio of productsOwnership of results: ensure each support case is handled according to the SLA with the highest possible customer satisfaction by setting expectations and fulfilling commitmentsEngage directly with customers and collaborate via phone, ticketing system, and remote sessionsParticipate in a regular weekend working rotationContribute and maintain knowledge base articles for shared knowledgeUnderstand Ubuntu development process to set customer expectations on fix timelinesWhat are we looking for in youProfessional written and spoken English with excellent presentation skillsStrong academic track recordUndergraduate degree in a technical subject or an alternative compelling pathTrack record of going above and beyond to achieve outstanding resultsExperience with Linux troubleshooting (collecting logs, stack traces, editing configuration files)Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.)Troubleshooting skills: navigating logs and stack traces, advising on next stepsUnderstanding of OS and application level bugs and escalation processesAbility to learn quickly, adapt to change, and handle customer-facing pressureProgramming fundamentals in any languageAbility to travel internationally twice a year for company events up to two weeksExtensive customer support experience with the ability to prioritise customer needs and set expectationsWhat we offer colleaguesDistributed work environment with twice-yearly in-person team sprintsPersonal learning and development budget of USD 2,000 per yearAnnual compensation review and performance-driven bonusesAdditional benefits aligned with our valuesGlobal fair compensation practicesAnnual holiday leave, maternity and paternity leaveEmployee Assistance ProgrammeOpportunity to travel to meet colleaguesTravel 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 support a global, high-standard, and distributed workforce. We recruit on a global basis and expect excellence. 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 and background creates a better environment and products. We will give your application fair consideration.Seniority levelEntry levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesSoftware Development #J-18808-Ljbffr