Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT.
Job Overview:
The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.
We regularly solve interesting, technical problems. From triaging complex Cloud environment issues, Linux kernel crashes we've never seen before to OS configuration issues and root cause analysis, we provide an expert level of support and satisfaction to our peer groups and customers.
The role entails investigating issues reported by customers by researching and escalating issues, working to resolve complex customer problems related to Canonical's portfolio of products, ownership of results, engaging directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues, participating in a regular weekend working rotation, contributing new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
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 narrative about your alternative chosen path
* Track record of going above-and-beyond expectations to achieve outstanding results
* Hands-on and extensive working experience in supporting Linux systems including 3 or more of: virtualization / Cloud - primarily using KVM or OpenStack, Containers - especially with Docker, LXD/LXC, or Kubernetes, Storage technologies - block, object and network, Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.)
* Cloud computing expertise in provisioning, monitoring, orchestration, etc.
* Advanced troubleshooting experience: Linux integration with other environments (authentication/directory services, network file systems, etc.), ability to navigate effectively stack traces and logs, and advise on next steps, Solid understanding of OS and Application level bugs and when to escalate to the correct team
* Programming fundamentals in any language
* Extensive Customer support experience is key: customer needs are top priority, communicate professionally, emphatically, clearly and set the right expectations
* Ability to travel internationally twice a year for company events up to two weeks long
Benefits:
Due to the nature of this role, you will be required to participate in a regular weekend working rotation, which means every fourth weekend, you'll need to be available to work to ensure seamless service delivery.
In addition, you'll have opportunities to contribute to the development of new knowledge base articles, maintaining existing ones and sharing your expertise with colleagues and customers.
What We Offer:
A career-defining opportunity that requires skill, dedication and enthusiasm. If you're passionate about helping others and delivering exceptional support, we want to hear from you.