Linux Technical Support Specialist

We are seeking a highly skilled and motivated Associate Support Engineer to join our team. This is an exciting opportunity for a hands-on engineer with a passion for Linux and open source technologies to work with a talented group of professionals.

The ideal candidate will be accountable for delivering exceptional technical support experiences on the full technical stack, 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.

• Provide technical support for employees from your remote home office.
• Take ownership of new cases via telephone, email, and web.
• Act as an internal customer advocate, keeping them updated in a timely manner.
• Ensure 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.
• Prioritize your work to accomplish the most important and urgent tasks first.
• Keep learning as our products and services grow and evolve.
• Understand the Ubuntu development process 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 opportunities to provide a better service.

• Exceptional academic track record from high school and university.
• Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
• 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).
• Knowledge or basic hands-on experience on 2 or more of:
  • Linux server administration.
  • Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go).
  • Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.).
  • Virtualization / Cloud computing concepts (provisioning, monitoring, orchestration, etc.).
• Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
• Strong written and verbal English communication skills.
• Appreciative of diversity, polite, and effective in a multi-cultural, multi-national organization.
• Result-oriented, with a personal drive to meet commitments.
• Ability to travel internationally twice a year, for company events up to two weeks long.

• Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
• Experience with other open-source desktop technologies.
• Active contribution to open-source projects/forum/code.

We are a pioneering tech firm at the forefront of the global move to open source. As the publisher of Ubuntu, one of the most important open source projects and the platform for AI, IoT, and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues have worked from home since its inception. Working here is a step into the future, challenging you to think differently, work smarter, learn new skills, and raise your game.

We are an equal opportunity employer, proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.