Associate Linux Support Engineer

About the Position

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We are hiring an Associate Linux Support Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. This role is an opportunity for a hands-on engineer with a passion for Linux and open source technologies to work with some of the best people in the industry at Canonical.

Responsibilities

• Working from your remote home office to provide technical support for employees.
• Being available to take ownership of new cases via telephone, email, and web.
• Acting as an internal customer advocate, keeping them updated in a timely manner.
• Ensuring that each support case is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.
• Contributing new knowledge base articles and maintaining existing articles.
• Drafting and distributing technical notices for internal and external communication.
• Prioritizing your work to accomplish the most important and urgent tasks first.
• Keeping on learning as our products and services grow and evolve.
• Understanding the Ubuntu development process to set customer expectations correctly on timelines for a fix.
• Maintaining regular communication and information exchange with the rest of the team, locally and remotely.
• Identifying and suggesting any opportunities to provide a better service.
• Participating in a regular weekend working rotation.

Requirements

• Exceptional academic track record from both high school and university.
• Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
• Confidence to respectfully speak up, exchange feedback, and share ideas without hesitation.
• Track record of going above-and-beyond expectations to achieve outstanding results.
• Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files).
• Knowledge or basic hands-on experience in 2 or more of the following:
  • Virtualized environments (KVM, Virtual Box, VMWare)
  • Other open-source desktop technologies
• Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
• Strong written and verbal English communication skills.
• Appreciative of diversity, polite, and effective in a multi-cultural, multi-national organization.
• Result-oriented, with a personal drive to meet commitments.
• Ability to travel internationally twice a year, for company events up to two weeks long.

Nice to Have

• Active contribution to open-source projects/forum/code.

We Offer

• Distributed work environment with twice-yearly team sprints in person.
• Personal learning and development budget of USD 2,000 per year.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave.
• Maternity and paternity leave.
• Employee Assistance Programme.
• Opportunity to travel to new locations to meet colleagues.
• Priority Pass, and travel upgrades for long haul company events.

About the Company

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT, and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.