Linux Desktop & Devices Support Engineer

TL;DR

Linux Desktop & Devices Support Engineer: Delivering outstanding technical support for Ubuntu's Desktop and Server stack, resolving complex customer problems related to hirify.global’s product portfolio with an accent on problem qualification, root cause analysis, and adherence to Service Level Agreements. Focus on providing technical expertise, managing support cases from investigation to resolution, and contributing to knowledge base articles.

Location: This is a globally remote role. Ability to travel internationally twice a year for company events.

Company

hirify.global is a pioneering tech firm that publishes Ubuntu, an important open source project and platform for AI, IoT, and cloud technologies, fostering a global distributed work environment.

What you will do

• Investigate and resolve complex customer issues related to hirify.global’s Ubuntu Desktop and Server product portfolio.
• Own and manage support cases from problem qualification to full resolution, ensuring high customer satisfaction and SLA adherence.
• Engage directly with customers via phone, ticketing systems, and remote sessions to collaboratively resolve technical issues.
• Contribute to new knowledge base articles and maintain existing ones, sharing insights and lessons learned.
• Participate in a regular weekend working rotation.

Requirements

• Professional written and spoken English with excellent presentation skills (C1 equivalent).
• Undergraduate degree in a technical subject or a compelling alternative path.
• Extensive customer support experience is key, with a focus on professional communication and expectation setting.
• Experience with Linux troubleshooting, including log collection, stack traces, and configuration file editing.
• Experience with Linux integration with authentication/directory services and network file systems.
• Solid understanding of OS and Application level bugs and escalation processes.

Nice to have

• Programming fundamentals in any language.
• Exceptional academic track record from both high school and university.
• Track record of going above-and-beyond expectations.

Culture & Benefits

• Globally distributed work environment with twice-yearly in-person team sprints in interesting locations.
• Annual personal learning and development budget of USD 2,000.
• Annual compensation review and performance-driven bonus or commission.
• Annual holiday leave and maternity/paternity leave.
• Employee Assistance Programme.
• Travel upgrades for long-haul company events.