Dedicated Linux Desktop & Devices Support Engineer
Job description
A Linux Engineer/Administrator role providing technical support to Canonical customers using Ubuntu and open source products, owning support cases from qualification to resolution. Home-based in Singapore, working on the full Desktop and Server technical stack.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Singapore
- Languages
- English – fluent
What you'll do
- Investigate issues reported by customers by researching and escalating issues
- Work to resolve complex customer problems related to Canonical's portfolio of products
- Ensure that each support case owned by you is handled according to the 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
- Understand the Ubuntu development process to be able to set customer expectations correctly on timeline for a fix
What we're looking for
- Professional written and spoken English with excellent presentation skills
- Exceptional academic track record from both high school and university
- Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path
- Track record of going above-and-beyond expectations to achieve outstanding results
- 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.)
- Ability to navigate effectively stack traces and logs, and advise on next steps
- Solid understanding of OS and Application level bugs and when to escalate to the correct team
- Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
- Programming fundamentals in any language
- Ability to travel internationally twice a year for company events up to two weeks long
- Extensive Customer support experience: customer needs are top priority
- Communicate professionally, emphatically, clearly and set the right expectations
Benefits
- Distributed work environment with twice-yearly team sprints in person
- Personal learning and development budget of USD 2,000 per year
- Annual compensation review
- Recognition rewards
- Annual holiday leave
- Maternity and paternity leave
- Employee Assistance Programme
- Opportunity to travel to new locations to meet colleagues
- Priority Pass, and travel upgrades for long haul company events
- Performance-driven annual bonus or commission
Apply
About Canonical
A pioneering tech firm at the forefront of the global move to open source
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Its platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles.
Mission
Changing the world of software as the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud
Key facts
- 1100+ colleagues
- 2004
- Open source software and operating systems
- 1100+ colleagues in 75+ countries
- Very few office based roles
- Teams meet two to four times yearly in person
- Founder led, profitable and growing
- Most colleagues have worked from home since its inception in 2004
What they value
- Excellence
- Diversity of experience, perspectives, and background