Openings at Canonical

What your day will look like

Your day to day duties will include:

• Work from your remote home office and provide technical support for employees.
• Be available to take ownership of new cases via telephone, email and web
• Act as an internal customer advocate keeping them updated in a timely manner
• 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.
• Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
• Draft and distribute technical notices for internal and external communication.
• Prioritise your work in order to accomplish the most important and urgent tasks first
• Keep on learning as our products and services grow and evolve
• Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.
• Maintain regular communication and information exchange with the rest of the team, locally and remotely
• Identify and suggest any opportunities to provide a better service
• Participate in a regular weekend working rotation.

What we are looking for in you

• Bachelors or equivalent four year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
• Advanced troubleshooting of Mac and Windows operating systems, and multi OS machines
• Experience with system performance troubleshooting
• 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.)
• Experience with Linux server administration
• Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go) 
• Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
• Strong written and verbal English communication skills
• Willingness to travel up to 4 times a year for internal events

Additional skills that you might also bring

• Experience supporting virtualized environments (KVM, Virtual Box, VMWare)
• Experience with other open-source desktop technologies
• Active contribution to open-source projects/forum/code
• Experience with Linux Kernel

go to method of application »

What your day will look like

Your day to day duties will include:

• Work from your remote home office and provide technical support for employees.
• Provide technical onboarding support for new employees.
• Provide technical and infrastructure support during international events. 
• Be available to take ownership of new cases via telephone, email and web
• Act as an internal customer advocate keeping them updated in a timely manner
• Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments
• Contribute your findings to a common knowledge base and keep it up to date
• Draft and distribute technical notices for internal and external communication.
• Prioritise your work in order to accomplish the most important and urgent tasks first
• Keep on learning as our products and services grow and evolve
• Maintain regular communication and information exchange with the rest of the team, locally and remotely
• Identify and suggest any opportunities to provide a better service

What we are looking for in you

• Bachelors or equivalent four year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
• Experience in a Linux based environment gained through university subjects or work experience
• Linux knowledge including the installation, troubleshooting and basic configuration of recent Ubuntu Desktop releases
• Basic desktop Linux usage (desktop tools for editing files, browsing the Web, managing Internet connectivity, setup of printers/services/packages/external storage devices/etc. utilising command line tools for exploring and manipulating the file system)
• Basic troubleshooting (collecting logs, basic fine-tuning by editing configuration files)
• Familiarity with safely installing, uninstalling, reinstalling and repartitioning machines with multiple operating systems and troubleshooting to recover broken installations
• Understanding of Gmail, Google Calendar, Google Applications and Single Sign-On.
• Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
• Written and verbal English communication skills
• Willingness to travel up to 4 times a year for internal events

Additional skills that you might also bring

• Some knowledge of programming (bash, Perl, Ruby, Javascript, C or C++, Go) 
• Basic troubleshooting of Mac and Windows operating systems.
• Customer support experience is a plus

go to method of application »

What you’ll do

• Grow and lead a team of engineers in your region
• Develop talent through coaching, mentoring, feedback, and hands-on career development
• Apply sound engineering principles and directly contribute toward your team’s goals
• Create and maintain productive relationships with stakeholders
• Set and manage expectations with other engineering teams, management, and external stakeholders
• Collaborate proactively with a distributed team and community
• Lead the ongoing development of Launchpad, the infrastructure on which great software like Ubuntu is built
• Advocate and advance modern, agile software development practices and help develop and evangelise great engineering and organisational practices
• Grow a healthy, collaborative engineering culture in line with the company values
• Actively engage with the broader leadership team
• Work from home with international travel up to 6 weeks per year for internal and external events

Who you are

• You have experience leading a distributed team to deliver features and manage production services at scale
• You love to mentor, develop, and grow people, and have an outstanding track record of doing so
• You are knowledgeable and passionate about technology
• You have experience delivering high quality software
• You have experience designing and evolving complex distributed systems
• You have effective written and verbal communication skills
• You have solid experience working in an agile development environment