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 initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We are looking for an Associate Support Engineer to support the technical needs of customers leveraging Ubuntu and open-source products.
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This role is ideal for a hands-on engineer with a passion for Linux and open-source technologies. You will engage in solving interesting technical problems, such as triaging complex cloud environments and addressing Linux kernel crashes. You will provide expert-level support and ensure customer satisfaction by managing support cases throughout their lifecycle.
Key Responsibilities:
- Provide technical support from a remote home office.
- Own and manage support cases via telephone, email, and web.
- Ensure compliance with Service Level Agreements (SLA).
- Draft technical notices for internal and external communications.
- Contribute to the knowledge base and maintain existing articles.
- Participate in a regular weekend working rotation.
Requirements:
- Exceptional academic track record and an undergraduate degree in a technical subject or a compelling narrative of an alternative path.
- Experience with Linux troubleshooting, server administration, and programming fundamentals in any language (bash, Perl, Ruby, JavaScript, C, C++, Go).
- Basic knowledge of networking and virtualization/cloud computing concepts.
- Ability to learn quickly and thrive in a customer-facing job.
Nice-to-have Skills:
- Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
- Active contributions to open-source projects.
Benefits:
- Performance-driven annual bonus or commission.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review.
- Additional benefits that reflect our values, including a distributed work environment and opportunities for travel.
About Canonical:
Canonical is at the forefront of the global move to open source, publishing Ubuntu and changing the world of software. We are proud to foster a diverse workplace free from discrimination and consider applications fairly from individuals of all backgrounds.
