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.
Your day to day job is to provide technical expertise, be an excellent communicator and a service-oriented professional. Every day you will have to make judgement calls to prioritise customer issues and maximise your effectiveness. You will also need to set time aside to learn about our new products and technologies and evolve as a professional. You will participate in various training sessions, team gatherings and Company events.
Location: This role will be based remotely in the EMEA region
What your day will look like
Your day to day duties will include:
Work from your remote home office and provide technical support for employees.
Be available to take ownership of new cases via telephone, email and web
Act as an internal customer advocate keeping them updated in a timely manner
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.
Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
Draft and distribute technical notices for internal and external communication.
Prioritise your work in order to accomplish the most important and urgent tasks first
Keep on learning as our products and services grow and evolve
Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.
Maintain regular communication and information exchange with the rest of the team, locally and remotely
Identify and suggest any opportunities to provide a better service
Participate in a regular weekend working rotation.
What we are looking for in you
Bachelors or equivalent four year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
Advanced troubleshooting of Mac and Windows operating systems, and multi OS machines
Experience with system performance troubleshooting
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.)
Experience with Linux server administration
Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go)
Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
Strong written and verbal English communication skills
Willingness to travel up to 4 times a year for internal events
Additional Skills That You Might Also Bring
Experience supporting virtualized environments (KVM, Virtual Box, VMWare)
Experience with other open-source desktop technologies
Active contribution to open-source projects/forum/code
Experience with Linux Kernel
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