Support Technician

24 hours ago

Province of Palawan, Mimaropa, Philippines beBeeTechnical Full time $90,000 - $120,000
About the Job

We are seeking an exceptional Support Engineer to join our team. This is a globally remote role, and you will be working from your home office to provide technical support for employees.

You will be accountable for delivering an outstanding technical support experience on the full technical stack at Canonical, across cloud, desktop, and IoT. 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.

The role entails:

  • Working from your remote home office to provide technical support for employees.
  • Being available to take ownership of new cases via telephone, email, and web.
  • Acting as an internal customer advocate, keeping them updated in a timely manner.
  • Ensuring 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.
  • Contributing new knowledge base articles and maintaining existing articles, ensuring shared knowledge and lessons learned are available to customers.
  • Drafting and distributing technical notices for internal and external communication.
  • Prioritizing your work in order to accomplish the most important and urgent tasks first.
  • Keeping 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.
  • Maintaining regular communication and information exchange with the rest of the team, locally and remotely.
  • Identifying and suggesting any opportunities to provide a better service.
  • Participating in a regular weekend working rotation.
What We Are Looking ForRequirements

We require candidates who have exceptional academic track records, undergraduate degrees in technical subjects, and confidence to speak up respectfully. You should have a track record of going above-and-beyond expectations to achieve outstanding results and experience with Linux troubleshooting.

  • 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.
  • Confidence to respectfully speak up, exchange feedback, and share ideas without hesitation.
  • 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).
Skills

Knowledge or basic hands-on experience on 2 or more of the following areas is desirable:

  • Linux server administration.
  • Programming fundamentals in any language.
  • Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.).
  • Virtualization / Cloud computing concepts (provisioning, monitoring, orchestration, etc.).
Bonus Skills

Candidates with experience supporting virtualized environments, experience with other open-source desktop technologies, or active contribution to open-source projects/forum/code will be given preference.

What We Offer

We offer a range of benefits, including:

  • Distributed work environment with twice-yearly team sprints in person.
  • Personal learning and development budget of USD 2000 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.

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