Job Details

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 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 eagerness to learn, a passion for Linux and open source technologies to work with some of the best people in the industry at Canonical. We regularly solve interesting, technical problems, from triaging complex cloud environments, desktop and server issues, Linux kernel crashes, to OS configuration issues and root cause analysis.

The role entails:

• 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 owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
• Contributing new knowledge base articles and maintaining existing articles, ensuring shared knowledge and lessons learned are available to customers.
• Drafting and distributing technical notices for internal and external communication.
• Prioritizing your work in order to accomplish the most important and urgent tasks first.
• Keeping on learning as our products and services grow and evolve.
• Understanding Ubuntu development process to be able to set customer expectations correctly on timeline 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.

What we are looking for in you:

• 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 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.
• Appreciative of diversity, polite, and effective in a multi-cultural, multi-national organisation.
• 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 skills:

• Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
• Experience with other open-source desktop technologies.
• Active contribution to open-source projects/forum/code.

What we offer colleagues:

• 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.

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.