What your day will look like

• Investigate issues reported by customers by researching and escalating issues
• Work to resolve complex customer problems related to Canonical’s portfolio of products.
• Ownership of results: 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.
• Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues.
• Participate in a regular weekend working rotation.
• Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
• Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.

What are we looking for in you

• Excellent verbal and written communication skills in English.
• 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.

What we offer you

Your base pay will depend on various factors including your geographical location, level of experience, knowledge and skills. In addition to the benefits below, certain roles are also eligible for additional benefits and rewards including annual bonuses and sales incentives based on revenue or utilisation. Our compensation philosophy is to ensure equity right across our global workforce.

In addition to a competitive base pay, we provide all team members with additional benefits, which reflect our values and ideals. Please note that additional benefits may apply depending on the work location and, for more information on these, you can ask in the later stages of the recruitment process.

• Fully remote working environment – we’ve been working remotely since 2004!
• Personal learning and development budget of 2,000USD per annum
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Parental Leave
• Employee Assistance Programme
• Opportunity to travel to new locations to meet colleagues at ‘sprints’
• Priority Pass for travel and travel upgrades for long haul company events