Associate Support Engineer - Remote

Overview

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. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

The company is founder led, profitable and growing.

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. You 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, you will transfer your cases to your colleagues or involve senior engineers. This is a globally remote role.

In Short

• 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.
• Contributing new knowledge base articles and maintaining existing articles.
• 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 set customer expectations correctly.
• Maintaining regular communication and information exchange with the rest of the team.

Requirements

• 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.
• 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.
• Knowledge or basic hands-on experience on 2 or more of: Linux server administration, Programming fundamentals, Networking, Virtualization / Cloud computing concepts.
• 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.

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.