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 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, to OS configuration issues and root cause analysis.

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.
• 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.
• Prioritizing 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 be able to set customer expectations correctly on timeline for a fix.
• Maintaining regular communication and information exchange with the rest of the team, locally and remotely.
• Identifying and suggesting any opportunities to provide a better service.
• Participating in a regular weekend working rotation.

What we are looking for in you :

Nice-to-have skills :

What we offer colleagues :

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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