About the Job:
Canonical is a leading provider of open source software and operating systems, renowned for its platform, Ubuntu, widely used in significant enterprise initiatives including public cloud, data science, AI, engineering innovation, and IoT. The company has a distributed workforce with over 1100 colleagues in 75+ countries, fostering collaboration with in-person meetings two to four times a year in various global locations.
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We are seeking an Associate Support Engineer to provide technical support to customers utilizing Ubuntu and open source products. This position offers a hands-on role for those eager to learn and passionate about Linux and open source technologies. You will tackle interesting technical challenges, including complex cloud environments, desktop and server issues, and OS configuration problems. You will be responsible for delivering outstanding technical support across the full stack at Canonical, ensuring a high level of customer satisfaction.
Key Responsibilities:
- Provide technical support from your remote home office.
- Take ownership of new cases via telephone, email, and web.
- Advocate for internal customers, providing timely updates.
- Ensure cases are handled according to Service Level Agreements (SLAs).
- Create and maintain knowledge base articles.
- Draft and distribute technical notices for communication.
- Prioritize work effectively to manage urgent tasks.
- Maintain continuous learning as products and services evolve.
- Communicate regularly with team members.
- Participate in a weekend working rotation when required.
What We Are Looking For:
- Exceptional academic record with an undergraduate degree in a technical field or a compelling alternative path.
- Confidence to communicate and share feedback effectively.
- Experience with Linux troubleshooting and basic knowledge of Linux server administration.
- Programming fundamentals in languages such as Bash, Perl, Ruby, JavaScript, C/C++, or Go.
- Basic understanding of networking, virtualization, and cloud computing concepts.
- Strong written and verbal communication skills in English.
- Ability to travel internationally twice a year for company events.
Nice-to-Have Skills:
- Experience with virtualized environments (KVM, VirtualBox, VMware).
- Contributions to open-source projects and forums.
What We Offer:
- Performance-driven annual bonuses and competitive compensation.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation reviews and recognition rewards.
- Distributed work environment with in-person team events.
- Annual holiday leave, maternity and paternity leave, and an Employee Assistance Programme.
Canonical is an equal opportunity employer that values diversity and strives to cultivate a workplace free from discrimination. We welcome applications from all individuals regardless of their background.
