Linux Desktop Support Engineer (London UK office)

Requisitos y responsabilidades

Contenido del rol extraído en secciones para revisar más rápido.

The role entails

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

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
Work from our new, state of the art London, UK office and provide technical support for employees.
Familiarize with and own the technical infrastructure supporting the office and the stack supporting events and customer demos.
Provide technical onboarding support for new employees.
Provide technical and infrastructure support during office events.
Identify and suggest any opportunities to provide a better service
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.)
Hands-on and working experience in supporting Linux systems including any 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.).
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.).
Ability to learn quickly, thrive on change and handle the pressure of a 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 is key: Customer needs are top priority. Communicate professionally, emphatically, clearly and set the right expectations.
Customer needs are top priority.
Communicate professionally, emphatically, clearly and set the right expectations.

Details

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.).
Customer needs are top priority.
Communicate professionally, emphatically, clearly and set the right expectations.