About the role

Support Canonical's customers on Ubuntu, OpenStack, Kubernetes and the broad world of open source software. Manage cases and deliver technical expertise while engaging with customers directly.

Responsibilities

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.

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
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.)
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.
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.