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Job Description
An Associate Support Engineer at Canonical provides technical support for Ubuntu and open source products across cloud, desktop, and IoT environments, troubleshooting complex issues, managing customer cases, and contributing to knowledge sharing in a remote, globally distributed team.
Key Responsibilities
- Provide technical support for Ubuntu and open source products via phone, email, and web
- Own and manage support cases from qualification to resolution, escalating when necessary
- Maintain and contribute to knowledge base articles and technical notices
- Prioritize and manage workload to address urgent and important issues
- Communicate regularly with team members and customers to provide updates and share information
- Set customer expectations accurately based on understanding of Ubuntu development and support processes
- Continuously learn and stay updated on products, services, and troubleshooting techniques
- Participate in team rotations and contribute to improving support services
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 virtualization, networking, or file system tuning
- Programming fundamentals in any language such as bash, Perl, Ruby, Javascript, C or 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
- Ability and willingness to travel internationally twice a year for company events, for up to two weeks
- Note: The employer will perform a background check for this role
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
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
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