About the Job:
Canonical is a leading provider of open source software and operating systems, with a strong focus on the Ubuntu platform. We work with renowned public cloud and silicon providers, as well as industry leaders across various sectors. Our company operates on a model of global distributed collaboration, with many of our 1100+ colleagues working remotely from over 75 countries. We gather in-person two to four times yearly to align on strategies and execution.
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We are seeking an Associate Support Engineer who is eager to build a career with Canonical, assisting customers with their technical needs related to Ubuntu and open source products. This role is ideal for a hands-on engineer with a passion for Linux and open source technologies.
Your responsibilities will include:
- Providing technical support from your remote home office for employees.
- Taking ownership of new cases via telephone, email, and web.
- Acting as an internal customer advocate and ensuring timely updates on case progress.
- Maintaining the highest customer satisfaction by adhering to our Service Level Agreements (SLAs).
- Creating and updating knowledge base articles to share insights and lessons learned.
- Drafting technical notices for communication.
- Prioritizing work to accomplish tasks efficiently.
- Engaging in a regular weekend working rotation.
Requirements:
- Exceptional academic record from high school and university; degree in a technical field preferred (e.g., Computer Science, Electrical Engineering).
- Confidence in communicating ideas and feedback.
- Experience with Linux troubleshooting and basic server administration.
- Knowledge or experience in programming (e.g., bash, Perl, Ruby, C, Go) and networking.
- Ability to learn quickly and thrive in a customer-facing role.
- Strong written and verbal English communication skills.
Additional Information:
- Ability to travel internationally twice a year for company events.
- Background checks will be performed for this role.
Nice-to-Have Skills:
- Experience in supporting virtualized environments (KVM, VMWare).
- Contribution to open-source projects or forums.
What We Offer:
- Competitive compensation, reviewed annually.
- Performance-driven annual bonus.
- Distributed work environment with additional benefits reflecting our values.
- Learning and development budget of USD 2,000 per year.
- Annual leave, maternity/paternity leave, and Employee Assistance Program.
- Opportunities for travel to meet colleagues.
Canonical is committed to fostering a diverse and inclusive workplace. All applications will be considered without regard to background or identity.
