
Canonical Technical Advocate
hace 5 horas
We are seeking a Canonical Technical Advocate to join our technical support team. As a key member of our team, you will be responsible for delivering exceptional technical support experiences on the full desktop and server technical stack at Canonical. Your primary focus will be on providing technical expertise as an internal customer advocate, ensuring that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.
Responsibilities
* Provide technical expertise as an internal customer advocate* Work from a remote home office and provide technical support for employees* Be available to take ownership of new cases via telephone, email, and web* Ensure each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction* Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers* Draft and distribute technical notices for internal and external communication* Prioritize your work in order to accomplish the most important and urgent tasks first* Keep on learning as our products and services grow and evolve* Understand the Ubuntu development process to be able to set customer expectations correctly on timeline for a fix* Maintain regular communication and information exchange with the rest of the team, locally and remotely* Identify and suggest any opportunities to provide a better service* Participate in a regular weekend working rotation
Requirements
* Bachelor's degree in a technical field from an accredited college or university* Experience with system performance troubleshooting* 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.)* Experience with Linux server administration* Programming fundamentals in any language (bash, python, Perl, Ruby, Javascript, C or C++, Go)* Ability to learn quickly, thrive on change and handle the pressure of a customer-facing job* Strong written and verbal English communication skills* Willingness to travel up to 4 times a year for internal events
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