At a Glance
- Tasks: Deliver top-notch technical support and troubleshoot Linux issues for employees and customers.
- Company: Join Canonical, a leader in open source software and innovation.
- Benefits: Competitive pay, annual bonuses, learning budget, and travel opportunities.
- Other info: Dynamic office environment in London with excellent growth potential.
- Why this job: Kickstart your tech career while working with cutting-edge technology and a global team.
- Qualifications: Passion for Linux, strong communication skills, and a knack for problem-solving.
The predicted salary is between 28800 - 43200 £ per year.
This is an opportunity to kickstart your career by joining Canonical. You will be working from our Canonical London Office and will be accountable for delivering technical support to our employees and customers, as well as facilitating AV support for office conferences and events. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers.
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world’s leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with + colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution. The company is founder led, profitable and growing.
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. If you have a passion for technology and an eagerness to learn, then you will enjoy working with some of the best people in the industry at Canonical.
You will be accountable for delivering an outstanding technical support experience on the full Desktop and Server technical stack at Canonical. Your day to day job is to provide technical expertise, be an excellent communicator and a service-oriented professional. Every day you will have to make judgement calls to prioritise customer issues and maximise your effectiveness. 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.
- 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.
What are we looking for in you:
- 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.
- 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.
- 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.).
- 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.
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 ensure we recognise outstanding performance.
- In addition to base pay, we offer a performance-driven annual bonus or commission.
- We provide all team members with additional benefits, which reflect our values and ideals.
- 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.
Linux Desktop Support Engineer (London UK office) employer: Canonical
Canonical is an exceptional employer that prioritises employee growth and satisfaction, offering a dynamic work culture in London where innovation thrives. With a strong commitment to equal opportunity, employees benefit from personal development budgets and the chance for international travel, making it a rewarding place to advance your career while contributing to customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Linux Desktop Support Engineer (London UK office)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Canonical. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Canonical before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Linux Desktop Support Engineer (London UK office)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Canonical:Your cover letter is your chance to shine! Tell us why you want to work at Canonical specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Canonical!
How to prepare for a job interview at Canonical
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
