About the Job:
Canonical is a leading provider of open source software and operating systems, with a focus on the global enterprise and technology markets. We are hiring an Associate Support Engineer to support the technical needs of customers leveraging Ubuntu and other open source products. This role is an excellent opportunity for a hands-on engineer with a passion for Linux and open source technologies to work with some of the best professionals in the industry.
In this role, you will solve challenging technical problems, providing expert-level support across cloud, desktop, and IoT environments. You will manage your cases from problem qualification to resolution, ensuring high customer satisfaction while adhering to our Service Level Agreement (SLA). Regular participation in a weekend working rotation is expected.
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Key Responsibilities:
- Provide technical support for employees from your remote home office.
- Take ownership of new cases via telephone, email, and web.
- Act as an internal customer advocate, ensuring timely updates and communication.
- Contribute to and maintain knowledge base articles.
- Draft and distribute technical notices for communication.
- Prioritize work effectively to tackle urgent tasks.
- Maintain regular communication with team members, both locally and remotely.
- Identify opportunities to enhance service quality.
What We Are Looking For:
- Exceptional academic track record, preferably with a degree in a technical subject (e.g., Computer Science, MIS, Electrical Engineering).
- Experience and confidence in Linux troubleshooting.
- Basic hands-on experience with Linux server administration and programming fundamentals in languages such as bash, Perl, Ruby, Javascript, C/C++, Go.
- Understanding of networking and virtualization/cloud computing concepts.
- Strong written and verbal communication skills in English.
- Ability to thrive under pressure in a customer-facing role.
- Willingness 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:
- Competitive compensation and performance-driven annual bonus.
- Personal learning and development budget of USD 2,000 per year.
- Recognition rewards and annual compensation review.
- Generous holiday leave and parental leave.
- Employee Assistance Programme.
- Opportunity to travel and meet colleagues in various locations.
