Linux Support Engineer, EMEA
Canonical
Lagos, Nigeria
3d ago
source : Fuzu

Requirements

  • Excellent verbal and written communication skills in English.
  • Bachelors degree, ideally within STEM related disciplines.
  • Ability to pass a background check
  • Experience supporting Linux systems including experience in :
  • Virtualisation - especially with KVM or OpenStack.
  • Containers - especially with Docker, LXD / LXC, or Kubernetes.
  • Storage - especially with Ceph, Swift, XFS, ZFS, btrfs.
  • Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.)
  • Linux integration with other environments (authentication / directory services, network file systems, etc.)
  • Cloud computing (provisioning, monitoring, orchestration, etc.)
  • Troubleshooting experience :
  • Basic reading of stack traces to be able to search for duplicates, escalate to correct team.
  • Understand OS and Application level bugs and advise on next steps
  • Programming fundamentals in any language.
  • Customer support experience :
  • Know how to adapt your speech depending on your audience.
  • Communicate clearly : setting the right expectations, providing timely status updates, and clearly explaining necessary steps.
  • Not getting too attached to a technical problem to not be able to let go or see the bigger picture.
  • Challenges

  • Investigate issues reported by customers by doing your own research and involving others across the organisation as necessary.
  • Work to resolve complex customer problems related to Canonical’s wide variety of products including Ubuntu server, Ubuntu desktop, Ubuntu cloud images, Juju, MAAS, Snaps, Landscape, Canonical’s distributions of OpenStack and Kubernetes, and more.
  • 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 timelines for a fix.
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