Linux Desktop & Devices Support Engineer

Canonical; São Paulo; Teletrabalho; USD 50.000 - 90.000; Tempo integral

Resumo da oferta

An innovative company is seeking a passionate Linux Desktop & Devices Support Engineer to join its remote-first team. This role offers the opportunity to provide exceptional technical support for Ubuntu and open-source products while collaborating with industry experts. You will manage customer cases, ensuring high satisfaction and adherence to SLAs, while continuously learning about new technologies. With a focus on customer needs and professional communication, this position promises a dynamic work environment that values excellence and innovation. Join a forward-thinking organization where your contributions will shape the future of software.

Serviços

Annual Learning Budget of USD 2,000

Regular Compensation Reviews

Performance Bonuses

Comprehensive Benefits

Travel Opportunities

Qualificações

• Proven track record of exceeding expectations and achieving results.
• Extensive customer support experience with a focus on professional communication.

Responsabilidades

• Investigate customer-reported issues and resolve complex problems.
• Engage directly with customers via phone, ticketing, and remote sessions.

Conhecimentos

Linux Troubleshooting

Customer Support

Log Analysis

Configuration Editing

Basic Programming Skills

Effective Communication

Formação académica

Degree in a Technical Field

Outstanding Academic Record

Descrição da oferta de emprego

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include top public cloud and silicon providers, and industry leaders across sectors. The company is founder-led, profitable, and growing, with a remote-first culture involving teams in over 75 countries.

This role is ideal for a Linux Engineer/Administrator passionate about Linux and Customer Success, eager to build a career supporting Ubuntu and open source products. If you love technology and learning, you'll enjoy working with industry experts at Canonical.

You will be responsible for delivering excellent technical support across the Desktop and Server stacks at Canonical, managing cases from start to resolution, and collaborating with colleagues when necessary. Your daily tasks include providing technical expertise, effective communication, prioritizing customer issues, and continuously learning about new products and technologies through training and team engagement.

Location:

This is a globally remote role unless specified otherwise.

Key Responsibilities:

1. Investigate customer-reported issues through research and escalation.
2. Resolve complex problems related to Canonical's products.
3. Own your support cases, ensuring high customer satisfaction and adherence to SLAs.
4. Engage directly with customers via phone, ticketing, and remote sessions.
5. Participate in weekend support rotations.
6. Contribute to and maintain knowledge base articles.
7. Understand Ubuntu development processes to set correct customer expectations on timelines.

Qualifications:

• Excellent written and spoken English, with strong presentation skills.
• Outstanding academic record from high school and university.
• Degree in a technical field or relevant alternative experience.
• Proven track record of exceeding expectations and achieving results.
• Experience with Linux troubleshooting, including log analysis and configuration editing.
• Experience with Linux integration in environments like authentication services and network file systems.
• Ability to interpret stack traces and logs, and advise on next steps.
• Quick learner, adaptable, and able to handle customer-facing pressure.
• Basic programming skills in any language.
• Willingness to travel internationally twice a year for up to two weeks.
• Extensive customer support experience, with a focus on customer needs, professional communication, and expectation management.

What We Offer:

• Remote work with biannual in-person team sprints.
• Annual personal learning and development budget of USD 2,000.
• Regular compensation reviews and performance bonuses.
• Comprehensive benefits including leave, parental leave, Employee Assistance Program, travel opportunities, and more.

About Canonical:

Canonical is a pioneer in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We recruit globally, uphold high standards, and promote a culture of excellence, innovation, and diversity. Working at Canonical means being part of the future of software, with a flexible, remote-first environment and a focus on continuous learning and growth.

Equal Opportunity Statement:

We are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive fair consideration regardless of background or identity.