Dedicated Linux Desktop & Devices Support Engineer, Singapore

Canonical•Ottawa, ON

8h•Remote

About The Position

Canonical is seeking a Linux Engineer/Administrator with a passion for Linux and Customer Success to join their team. This role involves supporting the technical needs of customers using Ubuntu and open-source products. The engineer will be responsible for delivering outstanding technical support across Canonical's Desktop and Server technical stack, managing cases from problem qualification to resolution. The position requires technical expertise, excellent communication, and a service-oriented approach, with daily prioritization of customer issues. Continuous learning about new products and technologies is also a key aspect of the role, along with participation in training sessions and company events. The role is home-based in Singapore.

Requirements

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.

Responsibilities

Investigate issues reported by customers by researching and escalating issues.
Work to resolve complex customer problems related to Canonical’s portfolio of products.
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.
Understand Ubuntu development process to correctly set customer expectations on timeline for a fix.