The company is a leading provider of open source software and operating systems known for our platform, Ubuntu. We are particularly active in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. With over 1100 colleagues across 75+ countries, we embrace global distributed collaboration, conducting in-person meetings two to four times a year in various locations.
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We are looking for an Associate Support Engineer to build a rewarding career at the company, providing technical support for customers using Ubuntu and our open source products. This hands-on engineering role requires a passion for Linux and open source technologies, allowing you to collaborate with top professionals in the industry.
In this role, you will tackle interesting technical challenges such as troubleshooting complex cloud environments, addressing OS configuration issues, and conducting root cause analysis. You will manage your cases from problem qualification to resolution, delivering outstanding technical support across the company's full stack, and collaborating closely with colleagues as necessary.
Key Responsibilities:
- Provide technical support remotely from your home office.
- Take ownership of new cases via telephone, email, and web.
- Act as an internal customer advocate, ensuring timely updates.
- Manage support cases in line with our Service Level Agreement (SLA) while ensuring high satisfaction.
- Contribute to knowledge base articles and maintain existing documentation.
- Draft and distribute technical notices for both internal and external communication.
- Effectively prioritize tasks to address urgent matters first.
- Engage in continual learning as our products and services evolve.
- Participate in a regular weekend working rotation.
Requirements:
- Exceptional academic record with an undergraduate degree in a technical subject (preferably Computer Science, MIS, Electrical Engineering) or equivalent experience.
- Confidence in exchanging feedback and sharing ideas.
- Experience in Linux troubleshooting and basic hands-on experience with Linux server administration.
- Familiarity with programming fundamentals in languages such as bash, Perl, Ruby, JavaScript, C, C++, or Go.
- Knowledge of networking concepts and virtualization/cloud computing.
- Strong written and verbal communication skills in English.
- Ability to travel internationally for company events twice a year for up to two weeks.
- Appreciation of diversity and skill in communicating within a multi-cultural environment.
Nice-to-have Skills:
- Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
- Active contributions to open-source projects or forums.
What We Offer:
The company provides competitive compensation, a performance-driven annual bonus, and a comprehensive benefits package, which includes:
- A distributed work environment with twice-yearly in-person team sprints.
- A personal learning and development budget of USD 2,000 per year.
- Annual compensation reviews and recognition rewards.
- Holiday leave, maternity and paternity leave, and Employee Assistance Programme.
- Opportunities to travel to new locations for company events.
The company is committed to fostering a diverse and inclusive workplace, encouraging applicants from various backgrounds to create an improved work environment and innovative products.
