Canonical is hiring an Associate Linux Support Engineer to build a career supporting the technical needs of customers leveraging Ubuntu and open source products. This is a hands-on role for an engineer eager to learn, with a passion for Linux and open source technologies, working with some of the best people in the industry.
What You'll Do
- Work from your remote home office to provide technical support for employees.
- Take ownership of new cases via telephone, email, and web.
- Act as an internal customer advocate, keeping them updated in a timely manner.
- Ensure each support case you own is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.
- Contribute new knowledge base articles and maintain existing articles.
- Draft and distribute technical notices for internal and external communication.
- Prioritize your work to accomplish the most important and urgent tasks first.
- Continue learning as our products and services grow and evolve.
- Understand the Ubuntu development process to set correct customer expectations on timelines for fixes.
- Maintain regular communication and information exchange with the rest of the team, locally and remotely.
- Identify and suggest opportunities to provide a better service.
- Participate in a regular weekend working rotation.
What We're Looking For
- An exceptional academic track record from both high school and university.
- An undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path.
- Confidence to respectfully speak up, exchange feedback, and share ideas without hesitation.
- A 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 on 2 or more of: Linux server administration, Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go), Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.), Virtualization / Cloud computing concepts (provisioning, monitoring, orchestration, etc.).
- Ability to learn quickly, thrive on change and handle the pressure of a customer-facing job.
- Strong written and verbal English communication skills.
- Appreciation for diversity, and the ability to be polite and effective in a multi-cultural, multi-national organisation.
- A result-oriented mindset, 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
- Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
- Experience with other open-source desktop technologies.
- Active contribution to open-source projects/forum/code.
Technical Stack
- Linux
- Ubuntu
- Open Source
- Cloud Computing
- Virtualization
Team & Environment
You will join a globally distributed team.
Benefits & Compensation
- A distributed work environment with twice-yearly team sprints in person.
- A 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.
Work Mode
This is a global remote position. Most colleagues at Canonical have worked from home since its inception in 2004.
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.
