Linux Support Specialist

Who We Are

At Framework, we believe the time has come for products that are designed to last. Founded in San Francisco in 2019, our mission is to remake Consumer Electronics to respect people and the planet.

We've started with two award-winning products, the Framework Laptop 13 and 16. Our laptops are thin, light, high-performance notebooks that can be upgraded, customized, and repaired in ways that no other notebook can. Alongside this, we've launched the Framework Marketplace to enable an ecosystem of parts and modules. We've seen a fantastic reception to both of our laptops from customers and reviewers from outlets like Linus Tech Tips, Ars Technica, and multiple Wirecutter reviews (including a recommendation among the best Windows Ultrabooks of 2024), along with making TIME's Best Inventions lists in 2021 and 2023. As a company, we were #35 on Fast Company's Most Innovative Companies of 2022.

We come from successful consumer electronics startups including the founding team of Oculus, and have closed multiple rounds of funding to fuel our roadmap. Even better (and maybe unusually for an early stage startup), we're in a financially healthy position going forward off of our product revenue. We care deeply about building a diverse and inclusive team, and we hope you do too!

We are looking for a Linux Support Specialist to join our growing team support team. This position will focus on Linux support efforts across all relevant social surfaces where Framework has a presence. This individual will help build online documentation around popular Linux distributions, provide Linux technical support, partner with Framework’s Linux Support Lead, and liaise with internal Framework teams to ensure a quality experience for Framework Linux customers globally. You’ll have an enormous influence on Framework’s support infrastructure for Linux as we continue to scale in both size and international footprint.   This is a full-time position working remotely in the US.

What You'll Do

• Collaborate with Framework’s Linux Support Lead in the architecture of Framework’s Linux support infrastructure and prepare for scale and global expansion.
• Engage with Framework’s growing Linux Community across multiple social surfaces providing both development updates and technical support.
• Collaborate with the Support team to build detailed guides and knowledge base articles focused on Linux distribution setup, hardware compatibility, and issue troubleshooting.
• Provide technical support for escalated Tier 3 issues via Framework’s support ticketing system.
• Identify, document, and escalate Linux issues on Framework hardware to internal engineering teams and liaise with external resources to resolve them.

What You Need

• 3+ years of experience in a technical support role
• Ability to support Ubuntu and Fedora Linux distributions using Framework provided troubleshooting triage techniques to work through common Linux issues faced by Framework customers
• Technical fluency in reading and filtering through journalctl, dmesg and other logs to identify Linux errors
• Willingness to perform research and provide likely solutions through said research
• Ability to gather detailed replication steps from customers to replicate to attempt to recreate an issue as needed
• Experience filing external bug reports (Bugzilla, etc) and also filing internal bugs with an internal ticketing system
• Ability to diplomatically field customer queries both in tickets and in the Official Community Forums using active listening and diplomacy

What's Nice to Have

• Full-time Linux user
• Bonus points for Arch Linux, NixOS usage and troubleshooting experience
• Linux community management and/or Linux desktop administration experience
• A passion for environmentalism and/or DIY
• Experience working as a remote member of an international team

What You'll Love

• Competitive salary, equity, and health benefits
• Paid company holidays plus 20 PTO days per year
• Paid Parental Leave
• Flexible work hours and locations, including every other Friday off!
• 401K with matching for US employees
• The chance to work at a startup that is making a positive social and environmental impact.