Canonical is a leading provider of open source software and operating systems, recognized for its contributions to the global enterprise and technology markets through its platform, Ubuntu. Our clientele includes major public cloud and silicon providers, and industry leaders across various sectors. Canonical is known for its global distributed collaboration with over 1100 colleagues across more than 75 countries, minimizing office-based roles. Teams gather in person two to four times a year to align on strategy and execution.
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We are seeking an Associate Support Engineer to enhance a career at Canonical while supporting our customers who utilize Ubuntu and open source products. This hands-on role demands an eagerness to learn and a passion for Linux and open source technologies. Engaging with technical problems such as triaging complex cloud environments, desktop and server issues, and OS configuration, you will ensure expert-level support across cloud, desktop, and IoT environments.
As a successful candidate, you will manage your cases from problem qualification to resolution, maintaining the highest customer satisfaction and adhering to service level agreements. This role also requires regular collaboration with remote team members and participation in weekend working rotations.
Key Responsibilities:
- Provide technical support from your remote home office.
- Own new case assignments via telephone, email, and web.
- Advocate for internal customers, keeping them updated on case progress.
- Contribute to knowledge base articles and technical communication.
- Prioritize tasks effectively to meet commitments.
Requirements:
- Exceptional academic background with an undergraduate degree in a technical subject or relevant experience.
- Experience with Linux troubleshooting, server administration, and programming fundamentals (bash, Perl, Ruby, JavaScript, C/C++, Go).
- Knowledge of networking, virtualization, and cloud computing concepts.
- Strong written and verbal communication skills in English.
- Ability to handle a customer-facing role and thrive under pressure.
- Availability to travel internationally twice a year for company events.
Nice-to-Have Skills:
- Experience in supporting virtualized environments.
- Involvement in open-source projects or forums.
What We Offer:
- Compensation adjusted for geographical location, experience, and performance, with annual reviews.
- Performance-driven annual bonus or commission.
- Benefits include a distributed work environment, a personal learning and development budget, annual holiday leave, and paternity/maternity leave.
Canonical fosters a diverse workplace, free from discrimination, and is committed to fair consideration for all applicants regardless of identity.
