Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We are hiring an Associate Support Engineer to support the technical needs of customers leveraging Ubuntu and open-source products. This role is suitable for a hands-on engineer who is eager to learn and passionate about Linux and open source technologies.
In this role, you will solve various technical problems, from troubleshooting complex cloud environments to OS configuration issues. You will be accountable for delivering an outstanding technical support experience across cloud, desktop, and IoT. You will manage your cases from problem qualification to full resolution and work collaboratively with senior engineers when necessary.
Responsibilities:
- Provide technical support for employees from your remote home office.
- Take ownership of new cases via telephone, email, and web.
- Act as an internal customer advocate, maintaining clear and timely communication.
- Ensure support cases are handled according to service level agreements (SLA).
- Contribute to the knowledge base and communicate technical notices.
- Prioritize tasks to accomplish urgent requirements.
- Maintain ongoing communication with your team and suggest improvements.
- Participate in a regular weekend working rotation.
What We Are Looking For:
- Exceptional academic track record from high school and university.
- Undergraduate degree in a technical subject (Computer Science, MIS, Electrical Engineering preferred) or a strong alternative background.
- Confidence in exchanging feedback and sharing ideas.
- Experience with Linux troubleshooting and server administration.
- Basic hands-on experience with programming (e.g., Bash, Perl, Ruby, Javascript, C/C++, Go).
- Knowledge of networking and virtualization/cloud computing concepts.
- Strong written and verbal English communication skills.
- Ability to thrive in a fast-paced, customer-facing environment.
Language Requirements:
Strong written and verbal English communication skills are essential.
Additional Benefits:
- Performance-driven annual bonus and compensation review.
- Personal learning and development budget.
- Annual holiday leave and maternity/paternity leave.
- Employee Assistance Programme.
- Opportunity to travel for company events.
Canonical is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All applications will be given fair consideration.
