Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. The company publishes Ubuntu, widely used in various critical enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Canonical is a pioneer of global distributed collaboration with a workforce of 1100+ colleagues across 75+ countries. We are hiring an Associate Support Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products.
This role is an opportunity for a hands-on engineer with a passion for Linux and open source technologies to work within an innovative team. As an Associate Linux Support Engineer, you will address complex technical problems within cloud environments and desktop/server issues, providing expert-level support and ensuring customer satisfaction. You will manage cases from initiation through to resolution and collaborate with senior engineers when needed.
Key Responsibilities:
- Provide technical support via telephone, email, and web from your remote home office.
- Own and manage support cases to meet Service Level Agreements (SLA).
- Create and maintain knowledge base articles to enhance shared knowledge and customer support.
- Draft and distribute technical notices for both internal and external communication.
- Participate in a weekend working rotation as required.
Key Requirements:
- Exceptional academic track record from high school and university; Undergraduate degree in a technical field or a strong alternative narrative.
- Experience with Linux troubleshooting, and familiarity with Linux server administration.
- Knowledge or basic experience in programming (e.g., bash, Perl, Ruby, Javascript, C, C++, Go).
- Understanding of networking and virtualization/cloud computing concepts.
- Ability to learn quickly and manage the pressures of a customer-facing role.
- Strong written and verbal English communication skills.
Nice-to-Have Skills:
- Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
- Active contribution to open-source projects.
Work Conditions:
- Ability to travel internationally twice a year for company events lasting up to two weeks.
Compensation and Benefits:
- Compensation is based on geographical location, experience, and performance, with annual reviews.
- Performance-driven annual bonus or commission, a personal learning and development budget of USD 2,000 per year, and additional benefits reflecting Canonical's values.
- Opportunities for professional development, recognition rewards, and generous leave policies.
Canonical is an equal opportunity employer, advocating for workplace diversity and ensuring fair consideration for all applicants.
