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Dedicated Linux Desktop & Devices Support Engineer, Singapore

4 weeks, 1 day ago
Asia, Singapore
Full-time
Junior
Technical Support Engineer
DevOps and Infrastructure
Linux Ubuntu
Apply Now
Canonical

Canonical

Canonical provides secure and reliable open source solutions, specializing in commercial support for Ubuntu. They are the company behind the popular Linux OS, Ubuntu, and lead a global community of 200,000 contributors.

Internet Software & Services
251-1K
Founded 2004
$10M raised
View All Jobs 12

Description

  • Investigate customer-reported issues by researching, reproducing, and escalating them as needed.
  • Resolve complex customer problems across Canonical’s product portfolio.
  • Own support cases from qualification through resolution while meeting SLA commitments and customer satisfaction goals.
  • Communicate directly with customers through phone, ticketing systems, and remote sessions to troubleshoot and resolve issues.
  • Make daily prioritization decisions to handle customer issues effectively.
  • Contribute to and maintain knowledge base articles so customer-facing knowledge remains current and shared.
  • Understand the Ubuntu development process well enough to set accurate customer expectations for fixes.
  • Participate in a regular weekend working rotation.
  • Collaborate with colleagues and senior engineers when cases need to be transferred or escalated.

Requirements

  • Professional written and spoken English with excellent presentation skills.
  • Exceptional academic track record from high school and university.
  • An undergraduate degree in a technical subject, or a compelling alternative career path.
  • A track record of exceeding expectations and delivering outstanding results.
  • Experience with Linux troubleshooting, including collecting logs, stack traces, and editing configuration files.
  • Experience integrating Linux with other environments such as authentication/directory services and network file systems.
  • Ability to navigate stack traces and logs and advise on next steps.
  • Solid understanding of OS-level and application-level bugs, including when to escalate to the correct team.
  • Ability to learn quickly, adapt to change, and handle pressure in a customer-facing role.
  • Programming fundamentals in any language.
  • Extensive customer support experience with a customer-first mindset and strong professional communication.
  • Ability to travel internationally twice a year for company events of up to two weeks each.

Benefits

  • Distributed work environment with home-based work in Singapore and twice-yearly in-person team sprints.
  • Personal learning and development budget of USD 2,000 per year.
  • Annual compensation review.
  • Performance-driven annual bonus or commission.
  • Recognition rewards.
  • Annual holiday leave.
  • Maternity and paternity leave.
  • Employee Assistance Programme.
  • Priority Pass and travel upgrades for long-haul company events.

Interested in this position?

Apply directly on the company website

Apply Now

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