Job Details

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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. We operate globally with 1100+ colleagues in 75+ countries and many roles are remote. 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.

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 prioritize customer issues, maintain strong communication, and set aside time to learn about new products and technologies. You will participate in various training sessions, team gatherings and company events. 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 the results of each support case and ensure delivery according to our SLA with the highest possible customer satisfaction


• Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions


• Participate in a regular weekend working rotation


• Contribute new knowledge base articles and maintain existing articles for shared learning


• Understand the Ubuntu development process to set customer expectations on timeline for fixes

What we are looking for in you

• Professional written and spoken English with excellent presentation skills


• Strong academic track record and a technically relevant degree or compelling alternative path


• Experience with Linux troubleshooting (collecting logs, stack traces, and configuration tweaks)


• Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.)


• Troubleshooting skills: navigate logs and stack traces, advise on next steps


• Understanding of OS and application level bugs and escalation when needed


• Ability to learn quickly, adapt to change, and handle a customer-facing role


• Programming fundamentals in any language


• Ability to travel internationally twice a year for company events up to two weeks


• Extensive customer support experience and a customer-first mindset

What we offer

• Distributed work environment with twice-yearly in-person team sprints


• Personal learning and development budget of USD 2,000 per year


• Annual compensation review and a performance-driven bonus/commission where applicable


• Comprehensive benefits reflecting our values and global approach


• Flexible, globally distributed team with fair compensation practices

Details

• Seniority level: Entry level


• Employment type: Full-time


• Job function: Information Technology


• Industries: Software Development

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. We publish Ubuntu, a key open source project and platform for AI, IoT and the cloud. We recruit on a global basis and set a high standard for new hires. Most colleagues have worked from home since 2004. Working here challenges you to think differently, work smarter, and continually raise your game.

Equal opportunity

Canonical is an equal opportunity employer. We foster a workplace free from discrimination. Diversity of experience, perspectives, and background is valued and every application is considered fairly.