Associate Linux Support Engineer

Summary

Join Canonical, a leading open-source software provider, as an Associate Support Engineer. This globally remote role offers a hands-on opportunity to support customers using Ubuntu and open-source products. You will troubleshoot complex technical issues across cloud, desktop, and IoT environments, ensuring high customer satisfaction. Responsibilities include managing support cases, contributing to the knowledge base, and collaborating with a global team. The ideal candidate possesses a strong technical background, exceptional communication skills, and a passion for Linux and open-source technologies. Canonical offers competitive compensation, a performance-driven bonus, and various benefits including a personal learning and development budget, annual compensation review, and opportunities for international travel.

Requirements

• Exceptional academic track record from both high school and university
• Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path
• Confidence to respectfully speak up, exchange feedback, and share ideas without hesitation
• Track record of going above-and-beyond expectations to achieve outstanding results
• Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files)
• Knowledge or basic hands-on experience on 2 or more of: Linux server administration, Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go), Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.), Virtualization / Cloud computing concepts (provisioning, monitoring, orchestration, etc.)
• Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
• Strong written and verbal English communication skills
• Appreciative of diversity, polite and effective in a multi-cultural, multi-national organisation
• Result-oriented, with a personal drive to meet commitments
• Ability to travel internationally twice a year, for company events up to two weeks long
• Noting that we require and will perform a background check for this role

Responsibilities

• Work from your remote home office to 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 maintaining existing articles, ensuring shared knowledge and lessons learned are available to customers
• Draft and distribute technical notices for internal and external communication
• Prioritize your work in order to accomplish the most important and urgent tasks first
• Keep on learning as our products and services grow and evolve
• Understand 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

Preferred Qualifications

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

Benefits

• We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission
• Distributed work environment with twice-yearly team sprints in person
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Opportunity to travel to new locations to meet colleagues
• Priority Pass, and travel upgrades for long haul company events