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 public cloud, data science, AI, engineering innovation and IoT.

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.

We regularly solve interesting, technical problems ranging from triaging complex cloud environments, desktop and server issues, Linux kernel crashes to OS configuration issues and root‑cause analysis. You will be accountable for delivering an outstanding technical support experience, owning and managing your cases from qualification to resolution, and collaborating with senior engineers when needed.

• Provide technical support from your remote home office to 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.
• Contribute new knowledge base articles and maintain existing ones, sharing lessons learned with customers.
• Draft and distribute technical notices for internal and external communication.
• Prioritise 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 with the team, locally and remotely.
• Identify and suggest opportunities to improve service.
• Participate in a regular weekend working rotation.

• Exceptional academic track record from both 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 2 or more of the following:
• 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.

Noting that we require and will perform a background check 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, and 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 a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open‑source projects and the platform for AI, IoT and the cloud, we are changing the world of software.

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.