Global Remote Technical Support Specialist
2 weeks ago
This is a globally remote position that requires an exceptional academic track record, confidence to speak up and exchange feedback, and a passion for Linux and open source technologies.
The role entails working from a 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, ensuring each support case is handled according to our Service Level Agreement with the highest possible customer satisfaction, contributing new knowledge base articles and maintaining existing articles, drafting and distributing technical notices, prioritising work, keeping on learning, understanding Ubuntu development process, maintaining regular communication and information exchange with the rest of the team, identifying and suggesting opportunities to provide a better service, and participating in a regular weekend working rotation.
- 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 organisation
- Result-oriented, with a personal drive to meet commitments
- Ability to travel internationally twice a year, for company events up to two weeks long
Nice-to-have skills include experience supporting virtualized environments (KVM, Virtual Box, VMWare), experience with other open-source desktop technologies, and active contribution to open-source projects/forum/code.
We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits which reflect our values and ideals.
Benefits Package- 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
About Us
We are a pioneering tech firm at the forefront of the global move to open source. As the company that publishes 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.
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