Canonical
Linux Desktop & Devices Support Engineer
Canonical, Milwaukee, Wisconsin, United States, 53244
Overview
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Linux Desktop & Devices Support Engineer
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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 such as 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 is founder led, profitable and growing. This is a globally remote role, unless specified otherwise. Responsibilities
Deliver 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. Investigate issues reported by customers by researching and escalating issues. Work to resolve complex customer problems related to Canonical's portfolio of products. Ownership of results: 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. 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 new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers. Understand the Ubuntu development process to set customer expectations correctly on a timeline for a fix. What we are looking for in you
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 your alternative chosen path. Track record of going above-and-beyond expectations to achieve outstanding results. 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.). Ability to navigate stack traces and logs, advise on next steps, and troubleshoot OS and application level bugs, escalating when appropriate. 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 long. Extensive customer support experience is key: customer needs are top priority; professional, empathetic communication and setting 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 - in order 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
#J-18808-Ljbffr
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 such as 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 is founder led, profitable and growing. This is a globally remote role, unless specified otherwise. Responsibilities
Deliver 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. Investigate issues reported by customers by researching and escalating issues. Work to resolve complex customer problems related to Canonical's portfolio of products. Ownership of results: 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. 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 new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers. Understand the Ubuntu development process to set customer expectations correctly on a timeline for a fix. What we are looking for in you
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 your alternative chosen path. Track record of going above-and-beyond expectations to achieve outstanding results. 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.). Ability to navigate stack traces and logs, advise on next steps, and troubleshoot OS and application level bugs, escalating when appropriate. 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 long. Extensive customer support experience is key: customer needs are top priority; professional, empathetic communication and setting 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 - in order 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
#J-18808-Ljbffr