About the Job:
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 across various industries, including public cloud, data science, AI, engineering innovation, and IoT. As an Associate Support Engineer, you will support the technical needs of customers using Ubuntu and other open source products. This role offers an opportunity for hands-on engineers passionate about Linux and open source technologies.
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You will be responsible for resolving complex technical problems, including cloud environments, desktop and server issues, and Linux kernel crashes. Your goal is to provide an outstanding technical support experience across the entire technical stack at Canonical.
Key Responsibilities:
- Provide technical support for employees from your remote home office.
- Take ownership of new support cases via telephone, email, and web.
- Act as an internal customer advocate, ensuring timely updates.
- Maintain high levels of customer satisfaction according to our Service Level Agreement (SLA).
- Contribute to and maintain knowledge base articles.
- Draft and distribute technical notices for communication.
- Prioritize tasks effectively to meet urgent needs.
- Engage in continuous learning as products and services evolve.
- Participate in a weekend working rotation.
Requirements:
- Exceptional academic track record from high school and university.
- Undergraduate degree in a technical subject (e.g., Computer Science, MIS, Electrical Engineering) or relevant experience.
- Experience in Linux troubleshooting, server administration, and programming fundamentals.
- Strong written and verbal English communication skills.
- Ability to thrive in a multicultural, multi-national organization.
- Willingness to travel internationally twice a year for company events.
Nice-to-Have Skills:
- Experience with virtualized environments (KVM, VirtualBox, VMWare).
- Active contributions to open-source projects or forums.
What We Offer:
- Competitive compensation based on geographical location, experience, and performance.
- Performance-driven annual bonus or commission.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review and recognition rewards.
- Distributed work environment with two annual in-person team sprints.
- Generous leave policies, including maternity and paternity leave.
- Employee Assistance Programme and travel upgrades for company events.
Canonical is an equal opportunity employer, fostering a diverse workplace free from discrimination. We are committed to considering applications from all individuals, regardless of identity.
