Location: This role will be based remotely in the EMEA region

What your day will look like

Your day-to-day duties will include:

• Work from your remote home office and provide technical support for employees.
• Be available to take ownership of new cases via telephone, email and web
• Act as an internal customer advocate, keeping them updated in a timely manner
• 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.
• 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.
• Prioritise your work in order to accomplish the most important and urgent tasks first
• Keep on learning as our products and services grow and evolve
• Understanding 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.

What we are looking for in you

• Bachelors or equivalent four year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
• Advanced troubleshooting of Mac and Windows operating systems, and multi OS machines
• 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, 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.

Additional Skills That You Might Also Bring

• Experience supporting virtualized environments (KVM, Virtual Box, VMWare)
• Experience with other open-source desktop technologies
• Active contribution to open-source projects/forum/code
• Experience with Linux Kernel.