About this role
Job title: Linux Engineer/Administrator
Canonical is seeking 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. 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 colleagues or involve senior engineers. You will be a technical expert, an excellent communicator and service-oriented, prioritising customer issues and learning new products to evolve as a professional. You will participate in training sessions, team gatherings and company events.
What You'll Do
- 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.
- Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.
What We're 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.