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 very widely used in breakthrough enterprise initiatives such as 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 role is an opportunity for a hands-on engineer with eagerness to learn, a passion for Linux and open source technologies to work with some of the best people in the industry at Canonical.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.Responsibilities:Working from your remote home office to provide technical support for employees.Being available to take ownership of new cases via telephone, email and webActing as an internal customer advocate keeping them updated in a timely mannerEnsuring 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 firstKeeping on learning as our products and services grow and evolveUnderstanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fixMaintaining regular communication and information exchange with the rest of the team, locally and remotelyIdentifying and suggesting any opportunities to provide a better serviceParticipating in a regular weekend working rotationRequirements:Exceptional academic track record from both high school and universityUndergraduate degree in a technical subject or a compelling narrative about your alternative chosen path.Confidence to respectfully speak up, exchange feedback, and share ideas without hesitationTrack record of going above-and-beyond expectations to achieve outstanding resultsExperience 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 administrationProgramming 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 jobStrong written and verbal English communication skillsAppreciative of diversity, polite and effective in a multi-cultural, multi-national organisationResult-oriented, with a personal drive to meet commitmentsAbility to travel internationally twice a year, for company events up to two weeks longNice-to-have skills:Experience supporting virtualized environments (KVM, Virtual Box, VMWare)Experience with other open-source desktop technologiesActive contribution to open-source projects/forum/codeWhat we offer:Distributed work environment with twice-yearly team sprints in personPersonal learning and development budget of USD 2,000 per yearAnnual compensation reviewRecognition rewardsAnnual holiday leaveMaternity and paternity leaveEmployee Assistance ProgrammeOpportunity to travel to new locations to meet colleaguesPriority Pass, and travel upgrades for long haul company eventsCanonical 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. #J-18808-Ljbffr