Linux Desktop Support Engineer (London UK office)
This is an opportunity to kickstart a career at Canonical from its London office, delivering technical support to employees and customers and facilitating AV support for office conferences and events. From problem qualification to full resolution, the engineer owns and manages each case across the full Desktop and Server technical stack, escalating to senior engineers when needed. The role suits a Linux engineer or administrator passionate about Linux and customer success, and includes a regular weekend working rotation. The position is office-based in London, England.
Responsibilities
- ▹Investigate and escalate issues reported by customers
- ▹Resolve complex customer problems related to Canonical's portfolio of products
- ▹Own each support case and handle it according to the Service Level Agreement (SLA)
- ▹Engage with customers by phone, ticketing system and remote sessions
- ▹Participate in a regular weekend working rotation
- ▹Contribute to and maintain knowledge base articles
- ▹Own the technical infrastructure supporting the office, events and customer demos
- ▹Provide technical onboarding support for new employees
Requirements
- ▹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 an alternative path
- ▹Track record of going above-and-beyond expectations to achieve outstanding results
- ▹Experience with Linux troubleshooting (collecting logs and stack traces, editing configuration files)
- ▹Experience with Linux integration with other environments (authentication/directory services, network file systems)
- ▹Hands-on experience supporting Linux systems including virtualization/cloud (KVM or OpenStack), containers (Docker, LXD/LXC, Kubernetes), storage and networking
- ▹Programming fundamentals in any language
- ▹Ability to travel internationally twice a year for company events up to two weeks long
- ▹Extensive customer support experience
Soft skills
What we offer
- ▹Distributed work environment with twice-yearly in-person team sprints
- ▹Personal learning and development budget of USD 2,000 per year
- ▹Annual compensation review and performance-driven annual bonus or commission
- ▹Recognition rewards
- ▹Annual holiday leave
- ▹Maternity and paternity leave
- ▹Employee Assistance Programme
- ▹Priority Pass and travel upgrades for long-haul company events
About the company
Canonical is a leading provider of open source software and operating systems, and the publisher of Ubuntu. It is a remote-first company founded in 2004, with 1100+ colleagues in 75+ countries, founder-led, profitable and growing.