You will be accountable for delivering an outstanding technical support experience on the full cloud 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.
Location: This is a remote role based in
AMER or EMEA time zones.
Key Responsibilities
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.
Qualifications
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 Linux troubleshooting
(collecting logs and stack traces, fine-tuning by editing configuration files)
Experience with Linux server
administration
Strong knowledge of Cloud computing
concepts (provisioning, monitoring, orchestration, etc.)
Knowledge or basic hands-on experience
on 2 or more of:
Virtualization / Cloud
Containers
Storage technologies
Networking (bonding, firewalling,
bridging, switching, network file system tuning, MTU issues, etc.
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
Ability to travel
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
How To Apply
