Linux Desktop & Devices Support Engineer

Canonical; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a passionate Linux Engineer/Administrator to join their remote team. In this role, you will deliver exceptional technical support for desktop and server environments, ensuring customer satisfaction through effective communication and problem resolution. You'll have the opportunity to work with cutting-edge open-source technologies and contribute to knowledge sharing within the team. This innovative firm values continuous learning and offers a supportive environment where your skills can thrive. If you're eager to grow in a dynamic setting and make a real impact, this role is perfect for you.

Benefits

Fully remote working environment

Personal learning and development budget

Annual compensation review

Recognition rewards

Annual holiday leave

Parental Leave

Employee Assistance Programme

Opportunity to travel to new locations

Priority Pass for travel upgrades

Qualifications

• Bachelor's degree in Computer Science or equivalent technical field required.
• Experience with Linux server administration and troubleshooting essential.

Responsibilities

• Provide technical support for employees from your remote home office.
• Manage support cases ensuring high customer satisfaction and timely updates.

Skills

Linux troubleshooting

System performance troubleshooting

Customer service orientation

Strong written and verbal communication

Ability to learn quickly

Education

Bachelor's degree in a technical field

Tools

KVM

VMWare

Virtual Box

Job description

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. If you have a passion for technology and an eagerness to learn, then you will enjoy working with some of the best people in the industry at Canonical.

The role of a Linux Desktop & Devices Support Engineer at Canonical

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: Homebase / Remote Worldwide

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.
• Understand the Ubuntu development process to be able to set customer expectations correctly on the 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.
• 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, python, 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.
  
  

What we offer you

Your base pay will depend on various factors including your geographical location, level of experience, knowledge and skills. In addition to the benefits below, certain roles are also eligible for additional benefits and rewards including annual bonuses and sales incentives based on revenue or utilization. Our compensation philosophy is to ensure equity right across our global workforce.

In addition to a competitive base pay, we provide all team members with additional benefits, which reflect our values and ideals. Please note that additional benefits may apply depending on the work location and, for more information on these, you can ask in the later stages of the recruitment process.

• Fully remote working environment - we've been working remotely since 2004!
• Personal learning and development budget of 2,000 USD per annum.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave.
• Parental Leave.
• Employee Assistance Programme.
• Opportunity to travel to new locations to meet colleagues at 'sprints'.
• Priority Pass for travel and travel upgrades for long haul company events.
  
  

About Canonical

Canonical is a pioneering tech firm that is at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world on a daily basis. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do.

Canonical has been a remote-first company since its inception in 2004. Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical provides a unique window into the world of 21st-century digital business.

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.