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 breakthrough initiatives such as the 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 perfect for a hands-on engineer with a passion for Linux and open source technologies.
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As an Associate Support Engineer, you will solve technical problems, manage complex cloud environments, and provide expert-level support across cloud, desktop, and IoT. You will own and manage your cases, ensuring outstanding customer satisfaction and operational excellence.
Key Responsibilities:
- Provide technical support for employees from your remote home office.
- Take ownership of new cases via telephone, email, and web.
- Update internal customers in a timely manner.
- Handle support cases according to our Service Level Agreement (SLA).
- Contribute to knowledge base articles and maintain existing documentation.
- Draft technical notices for communication.
- Prioritize tasks to achieve outstanding results.
- Maintain regular communication with the team.
- Identify opportunities to improve service.
- Participate in a regular weekend working rotation.
Qualifications:
- Exceptional academic track record from both high school and university.
- Undergraduate degree in a technical subject preferred (Computer Science, MIS, Electrical Engineering, etc.) or relevant experience.
- Experience with Linux troubleshooting, including collecting logs and stack traces.
- Basic hands-on experience with Linux server administration or programming in any language (bash, Perl, Ruby, Javascript, C/C++, Go).
- Strong understanding of networking and cloud computing concepts.
- Strong written and verbal communication skills in English.
- Ability to travel internationally twice a year for company events.
Nice-to-Have Skills:
- Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
- Active contribution to open-source projects or forums.
What We Offer:
- Performance-driven annual bonus or commission.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review.
- Recognition rewards and annual holiday leave.
- Maternity and paternity leave.
- Employee Assistance Programme.
- Opportunity to travel to meet colleagues globally.
Canonical is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.
