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Associate Linux Support Engineer
Contract type
Ongoing
Work mode
Remote · Worldwide
Experience
3 years
Job description
An Associate Support Engineer role at Canonical providing technical support to customers using Ubuntu and open source products across cloud, desktop and IoT. The role is globally remote and involves owning and managing support cases from qualification to resolution.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Worldwide
- Languages
- English
What you'll do
- 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
What we're looking for
- 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: Linux server administration; Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go); Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.); Virtualization / Cloud computing concepts (provisioning, monitoring, orchestration, etc.)
- 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
- Noting that we require and will perform a background check for this role.
Nice to have
- Experience supporting virtualized environments (KVM, Virtual Box, VMWare)
- Experience with other open-source desktop technologies
- Active contribution to open-source projects/forum/code
Benefits
- 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
- Performance-driven annual bonus or commission
Apply
About Canonical
The company that publishes Ubuntu
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles.
Mission
We are changing the world of software.
Key facts
- 1100+ colleagues
- 2004
- open source software and operating systems
- 1100+ colleagues in 75+ countries
- Very few office based roles
- Founder led, profitable and growing
- Most colleagues at Canonical have worked from home since its inception in 2004
- Teams meet two to four times yearly in person
What they value
- Excellence
- Diversity
- Fairness