Associate Linux Support Engineer
CanonicalRemote
Full Time
Posted February 10, 2025
Energy Management
Remote
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Application opens on company website
Job Description
The Associate Support Engineer at Canonical will provide technical support for customers using Ubuntu and open source products, managing cases from problem qualification to resolution while ensuring high customer satisfaction. This remote role requires a passion for Linux and open source technologies, along with the ability to troubleshoot complex technical issues.
Key Responsibilities
- Provide technical support for employees via telephone, email, and web.
- Take ownership of new support cases and ensure timely updates to customers.
- Handle support cases according to Service Level Agreements (SLA) with high customer satisfaction.
- Contribute to and maintain knowledge base articles.
- Draft and distribute technical notices for internal and external communication.
- Prioritize work to accomplish urgent tasks first.
- Maintain regular communication with the team.
- Identify opportunities to improve service.
- Participate 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 include Computer Science, MIS, Electrical Engineering, etc.
- Experience with Linux troubleshooting, including collecting logs and stack traces, and 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 such as bash, Perl, Ruby, Javascript, C or C++, Go.
- Networking skills including bonding, firewalling, bridging, switching, network file system tuning, and MTU issues.
- Understanding of virtualization and cloud computing concepts including provisioning, monitoring, and orchestration.
- Strong written and verbal English communication skills.
- Ability to travel internationally twice a year for company events up to two weeks long.
- Willingness to participate in a regular weekend working rotation.
- Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
- Result-oriented, with a personal drive to meet commitments.
- Confidence to respectfully speak up, exchange feedback, and share ideas without hesitation.
- Track record of going above-and-beyond expectations to achieve outstanding results.
- Ability to maintain regular communication and information exchange with the rest of the team, locally and remotely.
- Noting that we require and will perform a background check for this role.
Benefits & Perks
Compensation/salary range
Performance-driven annual bonus or commission
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
Globally remote work environment
Twice-yearly team sprints in person
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