Overview
Linux Desktop Support Associate – Office Based in London, UK. This is an opportunity to join Canonical at our London office and deliver technical support to employees and customers, as well as provide AV support for office conferences and events. You will own and manage your cases from problem qualification to full resolution, transferring to colleagues or involving senior engineers when needed.
Canonical is a leading provider of open source software and operating systems to the global enterprise. Our platform, Ubuntu, is widely used in cloud, data science, AI, engineering, and IoT initiatives. The company is founder led, profitable and growing, with teams distributed across 75+ countries and in-office roles in select locations.
This role targets a Linux Engineer/Administrator with a passion for Linux and Customer Success to support Ubuntu and open source products for customers, while developing technical skills and professional growth.
You will deliver outstanding technical support on the full Desktop and Server technical stack at Canonical. You will communicate effectively, manage your time, and participate in training sessions, team meetings, and company events.
Location: Office Based in London, England
The role entails
* Investigate issues reported by customers by researching and escalating issues
* Work to resolve complex customer problems related to Canonical’s portfolio of products
* Owns outcomes and ensures each support case meets SLA while maximizing customer satisfaction by setting expectations and following through
* Engage directly with customers via phone, ticketing system, and remote sessions to resolve issues
* Contribute to knowledge base articles and maintain existing articles for shared learning
* Understand Ubuntu development process to set accurate timelines for fixes
What are we looking for in you
* Professional written and spoken English with excellent presentation skills
* Strong academic track record from high school and university
* Undergraduate degree in a technical subject or an alternative compelling narrative
* History of going above and beyond to achieve outstanding results
* Willingness to work in our London office and provide technical support for employees
* Familiarity with the technical infrastructure supporting the office and the stack for events and customer demos
* Technical onboarding support for new employees
* Support during office events and related infrastructure
* Identify opportunities to improve service
* Experience with Linux troubleshooting (collecting logs, analyzing stack traces, adjusting configurations)
* Experience with Linux integration with other environments (authentication, directory services, network file systems, etc.)
* Ability to navigate logs and stack traces and advise on next steps
* Solid understanding of OS and application level bugs and escalation processes
* Ability to learn quickly and thrive in a dynamic, customer-facing role
* Programming fundamentals in any language
* Ability to travel internationally up to two weeks for company events, twice a year
* Extensive customer support experience with a customer-first mindset and professional communication
What we offer colleagues
Compensation is tailored by location, experience, and performance. In addition to base pay, there is a performance-driven annual bonus or commission. We provide a range of benefits reflecting our values and global approach, with programs balanced to meet local needs and ensure fairness globally.
* Distributed work environment with twice-yearly in-person team sprints
* 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
* Travel opportunities 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 open source. As the publisher of Ubuntu, we recruit globally and maintain high standards for new colleagues. Most Canonical employees have worked remotely since 2004. Working here challenges you to think differently, work smarter, learn new skills, and raise your game.
Canonical is an equal opportunity employer
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