Linux Desktop Support Associate (London UK office)

The Role

This is an opportunity for a Linux Engineer/Administrator with a passion for Linux and Customer Success to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. You will be accountable for delivering technical support to our employees and customers, as well as facilitating AV support for office conferences and events. If you have a passion for technology and an eagerness to learn, you will enjoy working with some of the best people in the industry at Canonical.

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers, and industry leaders across sectors. The company is distributed, with 1100+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person in locations around the world to align on strategy and execution.

The company is founder-led, profitable and growing.

Your day-to-day job is to deliver an outstanding technical support experience on the full Desktop and Server technical stack at Canonical, while being an excellent communicator and a service-oriented professional. You will also need to set time aside to learn about our new products and technologies and evolve as a professional. You will participate in various training sessions, team gatherings, and company events.

Location: Office Based in London, England

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
• Engage directly with customers and collaborate by phone, ticketing system, and remote sessions to resolve their issues
• Own results: Ensure that each support case you handle is managed according to our SLA with the highest possible customer satisfaction by setting the right expectations and fulfilling commitments
• Familiarize with and own the technical infrastructure supporting the office and the stack supporting events and customer demos
• Provide technical and infrastructure support during office events
• Provide technical onboarding support for new employees

What are we looking for in you

• Professional written and spoken English with excellent presentation skills
• Strong academic track record from high school and university
• Undergraduate degree in a technical subject or a compelling narrative about an alternative path
• History of going above and beyond 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.)
• Solid knowledge or hands-on experience in Networking, Virtualization/Cloud, Containers, or Storage technologies
• Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing role
• Willingness to travel internationally twice a year for company events up to two weeks long

What we offer colleagues

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to recognize outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits that reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

• Distributed work environment with twice-yearly team sprints in person
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Opportunity to travel to new locations to meet colleagues
• Priority Pass and travel upgrades for long-haul company events

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT, and the cloud, we are changing the world of software. We recruit on a global basis and set a high standard for people joining the company. We expect excellence to succeed, and we strive to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background creates a better work environment and better products. Whatever your identity, we will give your application fair consideration.