Associate Linux Support Engineer

Remote

Full Time

Posted February 10, 2025

$76k - $110k· Est.

Remote

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Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets.

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.
Prioritising 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

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:
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

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.
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