Associate Linux Support Engineer

Overview

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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 cloud, data science, AI, engineering innovation and IoT. We hire globally with distributed teams; many roles are not office based.

This role is an opportunity for a hands-on engineer with a passion for Linux and open source technologies to work with a diverse team at Canonical. You will deliver an outstanding technical support experience across cloud, desktop and IoT, from problem qualification to full resolution, owning and managing your cases. When needed, you will transfer cases to colleagues or involve senior engineers. This is a globally remote role.

Location : This is a globally remote role.

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 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 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 to accomplish the most important and urgent tasks first.
• Keeping learning as our products and services grow and evolve.
• Understanding the Ubuntu development process to set customer expectations correctly on timelines for fixes.
• Maintaining regular communication and information exchange with the rest of the team, locally and remotely.
• Identifying and suggesting opportunities to provide a better service.
• Participating in a regular weekend working rotation.

What we are looking for in you

Noting that we require and will perform a background check for this role.

Nice-to-have skills

What we offer colleagues

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, we are changing the world of software. We recruit on a global basis and set a high standard for people joining the company. Most colleagues have worked from home since 2004. Working here challenges you to think differently, work smarter, and learn new skills. 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.

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