Technical Support Engineer - Desktop

Location: Home based - Americas

Description

No two days are the same in Support & Technical Services. We engage in challenging problems to solve, constantly pick each other’s brains and our minds are always abuzz with ideas for helping our customers to make the most of their Ubuntu systems.

 

Our team is geographically distributed, speak many languages and originate from a variety of cultural backgrounds. We are rapidly expanding and we are looking for talented people with a passion for problem solving and commitment to customer happiness.

 

If you love learning something new all the time and it makes your day when customers and colleagues thank you for your help, this may be the job for you.

 

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

 

Role Description

 

A Technical Support Engineer - Desktop -  must be a self-motivating and self-managing person who can learn complex technologies quickly. You will be accountable for providing an outstanding technical support experience to our customers. From problem qualification to full resolution, you will own and manage your cases over the phone, email and Web.

 

Your duties will include providing technical expertise (either on your own or by involving your colleagues) through excellent written and verbal communication. Each day you will have to make judgment calls regarding your ticket queue, prioritising it to maximise your effectiveness while setting aside time to learn about our new products and technologies. You will also participate in various training sessions, team gatherings and Company events.

 

KEY RESPONSIBILITIES & ACCOUNTABILITIES    

  • Take ownership of new support cases via telephone, email and Web.

  • Qualify a customer inquiry by collecting the relevant facts.

  • Investigate issues reported by customers by doing your own research and involving others on the team as necessary.    

  • Work to resolve complex customer problems related to Ubuntu Desktop, OpenStack technologies, Juju, MAAS, as well as general Ubuntu Server issues.    

  • Manage support escalations and issue prioritisation, acting internally as a customer advocate.    

  • Continue to provide updates to the customer on the progress of the case.

  • Liaise within Canonical's various engineering teams to triage and resolve customer issues.    

  • Ensure that each support case owned by you is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.    

  • Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

  • Contribute your findings to a common knowledge base and keep it up to date.

  • Gain subject matter expertise in one or more domains.    

  • Willingness to work weekends as required.    

  • On a rotation basis, be available for on-call support out of office hours.    

  • Ability to travel internationally up to 20% of the time.

 

REQUIRED SKILLS & EXPERIENCE    

  • Minimum 5 years experience of supporting Linux systems in enterprise environments.

  • Senior Level Linux Professional LPIC-3 (or equivalent) certification or experience.

  • Extensive experience with Ubuntu Desktop, X configuration, Ubuntu Unity, GNOME.

  • Automated Linux provisioning and advanced configuration.

  • Advanced system administration tasks (auditing, monitoring, logging, performance tuning, capacity planning, etc.).

  • Advanced troubleshooting (up to core dump analysis and kernel dump analysis desirable).

  • Demonstrable expertise in one or more of the following areas:    

    • Advanced storage (RAID, LVM, SAN, file system tuning, etc.)    

    • Advanced networking (bonding, firewalling, bridging, switching, network file system tuning, etc.)        

    • Clustering, cloud computing (provisioning, monitoring, orchestration, etc.)

    • Linux integration with other environments (authentication/directory services, network file systems, etc.)        

    • Open Source software development.

  • Development level and troubleshooting experience with Bash, C and Python.

  • Ability to manage multiple issues and projects while maintaining a high level of detail.

  • Experience managing customer relationship: consulting, account management, or direct support.    

  • Experience with Ubuntu or Debian. Must be able to understand Ubuntu OS bugs and advise on next steps, acting as a generalist when necessary.

  • Strong networking and social skills, good relationship building abilities, process driven, able to manage multiple work streams, good prioritisation, independent.      

  • Ability to learn quickly, thrive on change and handle the pressure of a customer and partner facing role, meeting delivery goals and timelines.

  • Excellent verbal and written communication skills in English.    

 

DESIRED SKILLS & EXPERIENCE

  • Debian packaging experience and knowledge of Ubuntu development processes.

  • Proven Open Source development skills using current and accepted open source tooling and troubleshooting methodologies.    

  • Familiarity with Open Source process and community practices required as well as familiarity with Open Source business model desirable.    

  • Proficient with programming languages other than Bash, C and Python (Perl, Ruby, JavaScript, Go, etc.).    

  • Knowledge of Operating Systems other than Ubuntu.    

  • Fluency in languages other than English.


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