Linux Desktop Support Associate (London UK office)

Description

You are a prospective Linux engineer or administrator who cares about Linux and customer success, and you want to build a career that combines both.

You will provide technical support to the company's employees and customers, and help run audiovisual support for office conferences and events.

An interest in open source development and enthusiasm for technology will suit this role, which puts you alongside strong people in the industry.

The company supplies open source software and operating systems to global enterprise and technology markets. Its platform is used in public cloud, data science, AI, engineering and IoT, and its customers include major public cloud and silicon providers and leaders across many sectors.

The company is a distributed team of 1100+ colleagues in 75+ countries, with very few office-based roles. Teams meet in person two to four times a year in locations around the world to agree on strategy and execution. The company is founder led, profitable and growing.

Engineers here work on hard problems, from triaging cloud environments to root-cause analysis of Linux kernel crashes nobody has seen before. This role is mainly about people. You will be a trusted peer and technical guide for external engineering teams, turning complex open source issues into clear, sympathetic solutions. The company is expanding quickly and wants problem solvers who care as much about customer relationships as about its next generation of solutions.

Responsibilities

• Work directly with customers through remote sessions, tickets and live conversations to understand and clear their technical blockers.
• Team up with internal engineering groups and regional peers to connect code fixes to what customers actually experience.
• Own your support cases: keep your commitments, and tell customers clearly and predictably what to expect.
• Build a working knowledge of the platform's development process so you can explain fix timelines to customers in plain, human terms.
• Write and update accessible knowledge base articles so lessons learned reach the wider open source community.

Requirements

• Excellent written and spoken English, with the ability to explain technical detail clearly, warmly and persuasively.
• A genuine wish to help people, plus the emotional intelligence to stay calm and empathetic in high-pressure technical situations.
• Strong academic results at both high school and university.
• An undergraduate degree in a technical subject, or a convincing account of a different path you have taken.
• A record of going beyond what is expected to deliver meaningful, excellent results for teams or customers.
• A solid grounding in Linux, shown through university projects, lab work or personal experimentation, with experience in one or more of the following areas:
• Virtualization and cloud: KVM or OpenStack.
• Containers, mainly Docker, LXD/LXC or Kubernetes.
• Storage: block, object and network storage technologies.
• Networking: bonding, firewalls, bridging, switching or MTU tuning.
• Strong troubleshooting: reading stack traces and logs, spotting operating system or application bugs, and guiding a customer through next steps.
• Basic programming logic in any language, enough to read code and work well with the company's engineers.

Conditions

Based in the company's London, UK office, where you will be the main technical support contact for local teams and employees.

Taking part in a regular weekend working rotation is part of the role.

Pay reflects location, experience and performance, and is reviewed annually, more often for graduates and associates.

The company is an equal opportunity employer and gives every application fair consideration, whatever the applicant's identity.

Benefits

• Base pay plus a performance-driven annual bonus or commission.
• Additional benefits that reflect the company's values, balanced for local needs and fairness across regions.
• Distributed working, with in-person team sprints twice a year.
• Learning and development budget of USD 2,000 a year.
• Annual compensation review and recognition rewards.
• Annual holiday leave, plus maternity and paternity leave.
• Employee Assistance Programme.
• Chances to travel to new locations to meet colleagues.
• Priority Pass and travel upgrades for long-haul company events.