Linux Desktop Support Associate (London UK office)
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This is an opportunity to kickstart your career by joining Canonical. You will be working from our Canonical London Office and will be accountable for delivering technical support to our employees and customers, as well as facilitating AV support for office conferences and events. 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.
Location: Office Based in London, England
Responsibilities
* 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
Qualifications
* 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 your alternative chosen path
* Track record of going above-and-beyond expectations to achieve outstanding results
* Work from our new, state of the art London, UK office and provide technical support for employees
* Familiarize with and own the technical infrastructure supporting the office and the stack supporting events and customer demos
* Provide technical onboarding support for new employees
* Provide technical and infrastructure support during office events
* Identify and suggest any opportunities to provide a better service
* Experience with Linux troubleshooting (collecting logs and stack traces, fine‑tuning by editing configuration files)
* Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.)
* Troubleshooting experience:
o Linux integration with other environments (authentication/directory services, network file systems, etc.)
o Ability to navigate effectively stack traces and logs, and advise on next steps
o Solid understanding of OS and application level bugs and when to elevate to the correct team
* Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
* Programming fundamentals in any language
* Ability to travel internationally twice a year for company events up to two weeks long
* Extensive customer support experience is key:
o Customer needs are top priority
o Communicate professionally, emphatically, clearly and set the right expectations
Benefits
* 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 Canonical
Canonical is 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.
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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