Linux Support Engineer, EMEA
This role is an
opportunity for a technologist with a passion for Linux and Customer Success to
build a career with Canonical and drive the success with those leveraging
Ubuntu and open source products. If you have an affinity for open source
development and a passion for technology, then you will enjoy working with some
of the best people in the industry at Canonical.
What is a Linux Support Engineer?
We solve challenging technical problems. From not-seen-before kernel crashes to configuration issues to root cause analysis, we provide an expert level of support and satisfaction to our customers.
We are rapidly expanding
and are looking for talented problem solvers with a passion for working on the
next generation of Ubuntu solutions for our customers.
Benefits
- Work
from home – take back those commuting hours and save those vehicle/transit
costs!
- Get
paid to help improve open source software.
- Possibility
of international travel, up to 4 weeks a year.
- Daytime
working hours – keep that work/life balance.
- Swap
days add schedule flexibility when needed.
- Time
off for conferences.
- Talent
development program.
- Initial
mentoring program to bring up to speed on needed technologies.
- Additional
mentoring opportunities with some of the best in Linux, OpenStack, and
more.
- Study
time and expenses for obtaining relevant certifications.
Requirements
- Excellent
verbal and written communication skills in English.
- Bachelors
degree, ideally within STEM related disciplines.
- Ability
to pass a background check
- Experience
supporting Linux systems including experience in:
- Virtualisation
– especially with KVM or OpenStack.
- Containers
– especially with Docker, LXD/LXC, or Kubernetes.
- Storage
– especially with Ceph, Swift, XFS, ZFS, btrfs.
- Networking
(bonding, firewalling, bridging, switching, network file system tuning,
MTU issues, etc.)
- Linux
integration with other environments (authentication/directory services,
network file systems, etc.)
- Cloud
computing (provisioning, monitoring, orchestration, etc.)
- Troubleshooting
experience:
- Basic
reading of stack traces to be able to search for duplicates, escalate to
correct team.
- Understand
OS and Application level bugs and advise on next steps
- Programming
fundamentals in any language.
- Customer
support experience:
- Know
how to adapt your speech depending on your audience.
- Communicate
clearly: setting the right expectations, providing timely status updates,
and clearly explaining necessary steps.
- Not
getting too attached to a technical problem to not be able to let go or
see the bigger picture.
Challenges
- Investigate
issues reported by customers by doing your own research and involving
others across the organisation as necessary.
- Work
to resolve complex customer problems related to Canonical’s wide variety
of products including Ubuntu server, Ubuntu desktop, Ubuntu cloud images,
Juju, MAAS, Snaps, Landscape, Canonical’s distributions of OpenStack and
Kubernetes, and more.
- 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 timelines for a fix.
Background check required
About Canonical
Canonical is a growing,
international software company that works with the open-source community to
deliver Ubuntu — the world’s #1 cloud operating system. Our mission is to
realise the potential of free software in the lives of individuals and
organisations. Our services are helping businesses worldwide to reduce costs,
improve efficiency and enhance security with Ubuntu.
We offer:
- 100%
Work-from-home
- Learning
and Development
- Competitive
Salary
- Recognition
Rewards
- Annual
Leave
- Priority
Pass for travel
How to Apply