Associate Linux Support Engineer

Position:
Associate Linux Support Engineer

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. Canonical is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office‑based roles.

We are hiring an Associate Support Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. This is a globally remote role. From triaging complex cloud environments, desktop and server issues, Linux kernel crashes and OS configuration issues, you’ll deliver expert support across the full technical stack.

• Work from your remote home office to provide technical support for employees.
• Take ownership of new cases via telephone, email and web.
• Act as an internal customer advocate, keeping them updated in a timely manner.
• Ensure each support case is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
• Contribute new knowledge‑base articles and maintain existing ones, ensuring shared knowledge and lessons learned are available to customers.
• Draft and distribute technical notices for internal and external communication.
• Prioritise your work to accomplish the most important and urgent tasks first.
• Keep learning as our products and services grow and evolve.
• Understand the Ubuntu development process to set correct customer expectations on fix timelines.
• Maintain regular communication and information exchange with the rest of the team, locally and remotely.
• Identify and suggest opportunities to provide a better service.
• Participate in a regular weekend working rotation.

• Exceptional academic track record from high school and university.
• Undergraduate degree in a technical subject or a compelling narrative about an 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 two or more of:
• Linux server administration
• Programming fundamentals in any language (bash, Perl, Ruby, Java script, 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.
• Background check will be performed for this role.

• Experience supporting virtualised environments (KVM, Virtual Box, VMWare).
• Experience with other open‑source desktop technologies.
• Active contribution to open‑source projects, forum, code.

• 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.

Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.