Canonical
Linux Desktop & Devices Support Engineer
Canonical, Kansas City, Kansas, United States, 66115
Overview
Join 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 breakthrough enterprise initiatives across public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company operates with a distributed model, with 1100+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person to align on strategy and execution.
The company is founder-led, profitable and growing. 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. If you have a passion for technology and an eagerness to learn, you will enjoy working with some of the best people in the industry at Canonical.
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. When needed, you will transfer your cases to your colleagues or involve senior engineers. You will need to set aside time to learn about new products and technologies and evolve as a professional. You will participate in various training sessions, team gatherings and company events.
Location:
This is a globally remote role, unless specified otherwise.
Responsibilities
Investigate issues reported by customers by researching and escalating issues
Work to resolve complex customer problems related to Canonical's portfolio of products
Own results: ensure each case is handled according to our 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 issues
Participate in a regular weekend working rotation
Contribute new knowledge base articles and maintain existing articles to share knowledge and lessons learned with customers
Understand Ubuntu development process to set customer expectations on fix timelines
What we are looking for
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 an alternative path
Track record of going above-and-beyond to achieve outstanding results
Experience with Linux troubleshooting (collecting logs and stack traces, editing configuration files)
Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.)
Troubleshooting experience: Linux integration with other environments; ability to navigate stack traces and logs and advise on next steps; solid understanding of OS and application level bugs and when to escalate
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)
Extensive customer support experience is key: customer needs are top priority; communicate professionally, empathetically, clearly and set the right expectations
What we offer colleagues
Distributed work environment with twice-yearly team sprints in person
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
About Canonical Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence — to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.
Canonical is an equal opportunity employer
We 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.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
Referrals increase your chances of interviewing at Canonical by 2x
Get notified about new Desktop Support Engineer jobs in
Kansas City, KS .
#J-18808-Ljbffr
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 breakthrough enterprise initiatives across public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company operates with a distributed model, with 1100+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person to align on strategy and execution.
The company is founder-led, profitable and growing. 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. If you have a passion for technology and an eagerness to learn, you will enjoy working with some of the best people in the industry at Canonical.
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. When needed, you will transfer your cases to your colleagues or involve senior engineers. You will need to set aside time to learn about new products and technologies and evolve as a professional. You will participate in various training sessions, team gatherings and company events.
Location:
This is a globally remote role, unless specified otherwise.
Responsibilities
Investigate issues reported by customers by researching and escalating issues
Work to resolve complex customer problems related to Canonical's portfolio of products
Own results: ensure each case is handled according to our 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 issues
Participate in a regular weekend working rotation
Contribute new knowledge base articles and maintain existing articles to share knowledge and lessons learned with customers
Understand Ubuntu development process to set customer expectations on fix timelines
What we are looking for
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 an alternative path
Track record of going above-and-beyond to achieve outstanding results
Experience with Linux troubleshooting (collecting logs and stack traces, editing configuration files)
Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.)
Troubleshooting experience: Linux integration with other environments; ability to navigate stack traces and logs and advise on next steps; solid understanding of OS and application level bugs and when to escalate
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)
Extensive customer support experience is key: customer needs are top priority; communicate professionally, empathetically, clearly and set the right expectations
What we offer colleagues
Distributed work environment with twice-yearly team sprints in person
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
About Canonical Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence — to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.
Canonical is an equal opportunity employer
We 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.
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
Referrals increase your chances of interviewing at Canonical by 2x
Get notified about new Desktop Support Engineer jobs in
Kansas City, KS .
#J-18808-Ljbffr