Linux Desktop

Overview 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. 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. 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 and manage each support case to ensure the highest possible customer satisfaction by meeting SLAs, 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 and maintain knowledge base articles, ensuring shared knowledge and lessons learned are available to customers Understand Ubuntu development processes to set customer expectations correctly on timelines for a fix 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, 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 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 long Extensive customer support experience with a focus on prioritizing customer needs and professional, empathic communication What we offer 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, 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 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. #J-18808-Ljbffr