Linux Support Engineer, EMEA

  • Canonical
  • Home based - EMEA
  • 25 May, 2023

Job Description

Linux Support Engineer

The role of a Linux Support Engineer at Canonical

This role is an opportunity for a technologist with a passion for Linux and Customer Success to build a career with Canonical and drive the success with those leveraging Ubuntu and open source products.  If you have an affinity for open source development and a passion for technology, then you will enjoy working with some of the best people in the industry at Canonical.

We solve challenging technical problems.  From not-seen-before kernel crashes to configuration issues to root cause analysis, we provide an expert level of support and satisfaction to our customers.

We are rapidly expanding and are looking for talented problem solvers with a passion for working on the next generation of Ubuntu solutions for our customers.

Location: This role will be based remotely in the EMEA region

What your day will look like

  • Investigate issues reported by customers by researching and escalating issues 
  • Work to resolve complex customer problems related to Canonical’s portfolio of products.
  • Ownership of results: Ensure 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.
  • 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.
  • Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix

What we are looking for in you

  • Excellent verbal and written communication skills in English.
  • Bachelors degree, ideally within STEM related disciplines. 
  • Ability to pass a background check
  • Experience supporting Linux systems including experience in:
    • Virtualisation - especially with KVM or OpenStack.
    • Containers - especially with Docker, LXD/LXC, or Kubernetes.
    • Storage - especially with Ceph, Swift, XFS, ZFS, btrfs.
    • Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.)
    • Linux integration with other environments (authentication/directory services, network file systems, etc.)
    • Cloud computing (provisioning, monitoring, orchestration, etc.)
  • Troubleshooting experience:
    • Basic reading of stack traces to be able to search for duplicates, escalate to correct team.
    • Understand OS and Application level bugs and advise on next steps
    • Programming fundamentals in any language.
  • Customer support experience:
    • Know how to adapt your speech depending on your audience.
    • Communicate clearly: setting the right expectations, providing timely status updates, and clearly explaining necessary steps.
    • Not getting too attached to a technical problem to not be able to let go or see the bigger picture.
  •  WIllingness to travel up to 4 times a year for internal events

What we offer you

Your base pay will depend on various factors including your geographical location, level of experience, knowledge and skills. In addition to the benefits above, certain roles are also eligible for additional benefits and rewards including annual bonuses and sales incentives based on revenue or utilisation. Our compensation philosophy is to ensure equity right across our global workforce.  

In addition to a competitive base pay, we provide all team members with additional benefits, which reflect our values and ideals. Please note that additional benefits may apply depending on the work location and, for more information on these, you can ask in the later stages of the recruitment process.

  • Fully remote working environment - we’ve been working remotely since 2004!
  • Personal learning and development budget of 2,000USD per annum
  • Annual compensation review
  • Recognition rewards
  • Annual holiday leave
  • Parental Leave
  • Employee Assistance Programme
  • Opportunity to travel to new locations to meet colleagues at ‘sprints’
  • Priority Pass for travel and travel upgrades for long haul company events

About Canonical

Canonical is a pioneering tech firm that is 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 on a daily basis. 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.

Canonical has been a remote-first company since its inception in 2004.​ Work at Canonical is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game. Canonical provides a unique window into the world of 21st-century digital business.

Canonical is an equal opportunity employer

We are 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.

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