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Job Description
The Associate Support Engineer at Canonical provides technical support for customers using Ubuntu and open source products across cloud, desktop, and IoT platforms. The role involves troubleshooting, case management, knowledge sharing, and ensuring high customer satisfaction in a remote, globally distributed team.
Key Responsibilities
- Provide technical support for customers across cloud, desktop, and IoT environments.
- Own and manage support cases from qualification to resolution, including case transfer when necessary.
- Maintain and contribute to knowledge base articles and technical notices.
- Communicate regularly with customers and internal teams to update on case status and share information.
- Prioritize and manage workload to address urgent and important issues promptly.
- Continuously learn and stay updated on products, services, and development processes.
- Set customer expectations accurately based on understanding of Ubuntu development timelines.
- Participate in team communication and collaboration, including remote interactions and weekend rotations.
Requirements
- Exceptional academic track record from both high school and university
- Undergraduate degree in a technical subject such as Computer Science, MIS, Electrical Engineering, or a compelling narrative about an alternative chosen path
- 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, including collecting logs and stack traces, and fine-tuning by editing configuration files
- Knowledge or basic hands-on experience on two or more of Linux server administration tasks
- Programming fundamentals in any language such as bash, Perl, Ruby, Javascript, C or C++, or Go
- Networking knowledge including bonding, firewalling, bridging, switching, network file system tuning, and MTU issues
- Understanding of virtualization and cloud computing concepts including provisioning, monitoring, and orchestration
- 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 organization
- Result-oriented with a personal drive to meet commitments
- Ability to travel internationally twice a year for company events, for up to two weeks
- Willingness to undergo and pass a background check
Benefits & Perks
Annual compensation review
Performance-driven annual bonus or commission
Distributed work environment with twice-yearly team sprints in person
Personal learning and development budget of USD 2,000 per year
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
Ready to Apply?
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