Linux Desktop Support Engineer (London UK office)

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

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