Associate Linux Support Engineer

Technical Support Specialist

This is a highly rewarding role for an individual who is passionate about Linux and open source technologies. As a Technical Support Specialist, you will be part of a globally distributed team that provides expert-level support to customers leveraging Ubuntu and open source products.

The ideal candidate will have hands-on experience with Linux troubleshooting, including collecting logs and stack traces, fine-tuning by editing configuration files, and knowledge or basic hands-on experience on 2 or more of the following:

• 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.)

The role entails 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, and 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.

You will contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers. You will also draft and distribute technical notices for internal and external communication, prioritise your work in order to accomplish the most important and urgent tasks first, keep on learning as our products and services grow and evolve, understand Ubuntu development process to be able to set customer expectations correctly on timeline for a fix, and maintain regular communication and information exchange with the rest of the team, locally and remotely.

We are looking for individuals with exceptional academic track records, confidence to respectfully speak up, exchange feedback, and share ideas without hesitation, track record of going above-and-beyond expectations to achieve outstanding results, ability to learn quickly, thrive on change and handle the pressure of a customer facing job, strong written and verbal English communication skills, appreciation of diversity, politeness and effectiveness in a multi-cultural, multi-national organisation, result-oriented, with a personal drive to meet commitments, and ability to travel internationally twice a year for company events up to two weeks long.

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

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 make this role truly attractive.

This is a globally remote role. The successful candidate will be accountable for delivering an outstanding technical support experience on the full technical stack at Canonical, across cloud, desktop and IoT. From problem qualification to full resolution, you will own and manage your cases when needed, transfer your cases to your colleagues or involve senior engineers, and identify and suggest opportunities to provide a better service.

This role offers a unique chance to build a career with 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. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors.

We regularly solve interesting, technical problems. From triaging complex cloud environments, desktop and server issues, Linux kernel crashes we've never seen before to OS configuration issues and root cause analysis, we provide an expert level of support and satisfaction to our peer groups and customers. You will be responsible for identifying and suggesting opportunities to improve our services and processes.

This role requires a passion for Linux and open source technologies, excellent analytical and problem-solving skills, and the ability to communicate complex technical information effectively to both technical and non-technical audiences. If you are self-motivated, enjoy working in a fast-paced environment, and are looking for a challenging and rewarding role, then this could be the perfect opportunity for you.

We believe that diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.