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Job Description
An Associate Support Engineer at Canonical provides technical support for customers using Ubuntu and open source products, troubleshooting complex issues across cloud, desktop, and IoT environments, and ensuring high customer satisfaction through effective case management and knowledge sharing.
Key Responsibilities
- Provide technical support for Ubuntu and open source products across cloud, desktop, and IoT environments.
- Own and manage support cases from qualification to resolution, including case transfer when necessary.
- Communicate effectively with customers and internal teams via phone, email, and web channels.
- Maintain high customer satisfaction by adhering to SLAs and setting appropriate expectations.
- Contribute to and update knowledge base articles to share lessons learned and improve support resources.
- Draft and distribute technical notices for internal and external communication.
- Prioritize and manage workload to address urgent and important issues promptly.
- Continuously learn and stay updated on product and service developments.
- Understand Ubuntu development processes to set accurate customer expectations on timelines.
- Participate in team communication and collaboration, including remote coordination 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 such as networking, virtualization, or system tuning
- Programming fundamentals in any language such as Bash, Perl, Ruby, Javascript, C, C++, or Go
- Understanding of networking concepts including bonding, firewalling, bridging, switching, network file system tuning, and MTU issues
- Knowledge 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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