Home Based - APAC•Home Based - Worldwide
Remote
Mid Level
Full Time
13 days ago
LinuxCustomer SupportRemoteUbuntuTechnical Support
Requirements
- •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 alternative path
- •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)
- •Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.)
- •Ability to navigate stack traces and logs and advise on next steps
- •Solid understanding of OS and Application level bugs and when to escalate
- •Ability to learn quickly, thrive on change and handle pressure of 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 with professional, empathetic communication and setting right expectations
What You'll Do
- •Investigate issues reported by customers by researching and escalating issues
- •Work to resolve complex customer problems related to Canonical’s portfolio of products
- •Ensure that each support case is handled according to SLA with high customer satisfaction
- •Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve issues
- •Participate in a regular weekend working rotation
- •Contribute new knowledge base articles and maintain existing articles
- •Understand Ubuntu development process to set customer expectations on fix timelines
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, the publisher of Ubuntu, delivers trusted open source for everyone and provides security, support and services to enterprises.
London, UK
1000 - 5000
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