Premium Services Engineer
Canonical Ltd. - United States

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Location: North America

A Premium Service Engineer in Canonical Support Services is key to servicing our enterprise customers and partners. This role serves as escalation point for our Enterprise class customers and partners within Canonical Support Services. You will help design, architect, deploy, and manage escalated cases by our customers and partners for the Ubuntu distributions.

You will be working with other members within Canonical Support Services and members within the Canonical organization and the Ubuntu community to help resolve issues and build relationships. The Premium Service Engineer within the Canonical Support Services organization is a highly qualified and experienced professional who works in a team environment to maximize our value to our customers.

As a Premium Service Engineer, you will be called upon to perform both on site and remote deployments of complex and mission critical set-ups for our enterprise clients.

Key responsibilities and accountability

Assume direct responsibility for the technical support provided to a small number of specific customers, as well as escalated support cases from the CSS Support Team.

Perform initial or secondary investigation and respond to both online and phone

support requests made by partner customers and engineering organizations.

Gain understanding of our partner's technical infrastructure and environment, hardware, and/or product(s).

Serve as the partner's advocate within Canonical

Maintain clear and concise ticket documentation

Key point of contact for technical questions from Ubuntu Certified Instructors and partners

Liaise within Canonical's various engineering teams on triaging and resolvin customer issues

Represent customer requirements within Canonical product, engineering, and support teams.

Act as solution architect and advisor to Canonical customers.

Perform remote and international on-site deployments of complex and mission critical environments for Canonical solutions: Ubuntu Corporate Desktop, Ubuntu Server, Ubuntu Cloud Infrastructure, and Landscape Dedicated Server.

Travel: willingness to travel both to include internationally 40%-50%

Required skills and experience

Advanced Enterprise Linux

Hands on experience with Linux Server and Desktop deployments. Additional experience with UNIX and Microsoft environments a plus.

Hands on experience with storage and network equipment in an enterprise setting.

Hands on experience with one or more of the following:
Cloud - Ubuntu Cloud Infrastructure (OpenStack)

Virtualization Technologies – LXC, Xen, KVM

Directory Services - OpenLDAP/eDirectory/FDS

High Availability Clustering (Pacemaker) File Systems, Servers, Databases Management design and deployment of very large Ubuntu desktop fleets.

Proven expertise in advanced and complex Linux administration

Proven experience delivering in the Enterprise

Ability to manage multiple issues and projects while maintaining a high level of detail.

Effectively manage and grow existing Enterprise customer and partner

relationships by delivering best of class support.

Experience managing customer relationship: consulting, account management, or direct support.

Advanced Scripting, some programming and Linux software packaging experience is a must

Relevant IT certification at engineer level, such as RHCE, LPIC

Preferably fluent in two languages (English/French/Mandarin/German)


The above skills for Ubuntu and Debian systems specifically

Various levels of knowledge of other Operating Systems

Any form of involvement in the Open Source community

Advanced programming and scripting languages knowledge