Associate Linux Support Engineer

About Canonical
Canonical is a leading provider of open source software and operating systems to global enterprise and technology markets. Their platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Their customers include the world's leading public cloud and silicon providers, as well as industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with over 1100 colleagues in more than 75 countries and very few office-based roles. Teams meet two to four times yearly in person at various global locations to align on strategy and execution. The company is founder-led, profitable, and growing.

About the Role
They 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 and a passion for Linux and open source technologies to work with some of the best people in the industry. They regularly solve interesting technical problems, ranging from triaging complex cloud environments, desktop and server issues, Linux kernel crashes, OS configuration issues, and root cause analysis. The engineer will be accountable for delivering an outstanding technical support experience across the full technical stack at Canonical – spanning cloud, desktop, and IoT. From problem qualification to full resolution, the engineer will own and manage their cases, transferring them to colleagues or involving senior engineers when necessary. This is a globally remote role.

• Work from a remote home office to provide technical support for employees.
• Be available to take ownership of new cases via telephone, email, and web.
• Act as an internal customer advocate, keeping them updated in a timely manner.
• Ensure that each support case is handled according to the Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling commitments.
• Contribute new knowledge base articles and maintain existing documentation to share knowledge and lessons learned with customers.
• Draft and distribute technical notices for internal and external communication.
• Prioritize work to accomplish the most important and urgent tasks first.
• Keep learning as products and services evolve.
• Understand the Ubuntu development process to set customer expectations regarding timelines for fixes.
• Maintain regular communication and information exchange with the team, both locally and remotely.
• Identify and suggest opportunities to provide better service.
• Participate in a regular weekend working rotation.

What They Are Looking For

• Exceptional academic track record from high school and university.
• Undergraduate degree in a technical subject or a compelling alternative path (preferable majors: Computer Science, MIS, Electrical Engineering, etc.).
• Confidence to speak up respectfully, exchange feedback, and share ideas without hesitation.
• Track record of exceeding expectations to achieve outstanding results.
• Experience with Linux troubleshooting, including collecting logs and stack traces, and fine-tuning configurations.
• Knowledge or basic hands-on experience in two or more of the following areas:
  • Linux server administration
  • Programming fundamentals in any language (bash, Perl, Ruby, JavaScript, C/C++, Go)
  • Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.)
  • Virtualization and 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 of diversity and effectiveness 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.
• A background check will be performed for this role.

Nice-to-Have Skills

• Experience supporting virtualized environments (KVM, VirtualBox, VMware).
• Experience with other open-source desktop technologies.
• Active contributions to open-source projects, forums, or code.