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Associate Linux Support Engineer

Associate Linux Support Engineer

CanonicalLas Vegas, NV, US
13 days ago
Job type
  • Full-time
Job description

Overview

Join to apply for the Associate Linux Support Engineer role at Canonical . 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 initiatives. This is a globally remote role.

We are hiring to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. This role is for a hands-on engineer with eagerness to learn, a passion for Linux and open source technologies to work with the team at Canonical.

From problem qualification to full resolution, you will own and manage your cases, collaborating with colleagues or senior engineers as needed. You will deliver an outstanding technical support experience on the full technical stack at Canonical, across cloud, desktop and IoT.

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 customers updated in a timely manner.
  • Ensuring that each support case owned by you is handled according to our SLA with the highest possible customer satisfaction by setting the right expectations and fulfilling commitments.
  • Contributing new knowledge base articles and maintaining existing articles to ensure shared knowledge is available to customers.
  • Drafting and distributing technical notices for internal and external communication.
  • Prioritising work to accomplish the most important and urgent tasks first.
  • Continuing to learn as Canonical's products and services grow and evolve.
  • Understanding Ubuntu development processes to set customer expectations correctly on timelines for fixes.
  • Maintaining regular communication with the rest of the team, locally and remotely.
  • Identifying opportunities to provide a better service and suggesting improvements.
  • Participating in a regular weekend working rotation.

What we are looking for in you

  • Exceptional academic track record from high school and university.
  • Undergraduate degree in a technical subject or an equivalent narrative; preferable majors include Computer Science, MIS, Electrical Engineering, etc.
  • Confidence to respectfully speak up, exchange feedback, and share ideas.
  • Track record of going above and beyond to achieve outstanding results.
  • Experience with Linux troubleshooting (collecting logs and stack traces; editing configuration files).
  • Knowledge or hands-on experience in two or more of the following :
  • Linux server administration
  • Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C / C++, Go)
  • Networking (bonding, firewalling, bridging, switching, NFS 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 job.
  • Strong written and verbal English communication skills.
  • Appreciation of diversity and ability to work effectively in a multi-cultural, multi-national organization.
  • Result-oriented with personal drive to meet commitments.
  • Ability to travel internationally twice a year for company events, up to two weeks long.

    • Note : We require and will perform a background check for this role.

    Nice-to-have skills

  • Experience supporting virtualized environments (KVM, VirtualBox, VMware).
  • Experience with other open-source desktop technologies.
  • Active contribution to open-source projects, forums or code.

    • What we offer colleagues

  • Distributed work environment with twice-yearly team sprints in person.
  • Personal learning and development budget of USD 2,000 per year.
  • Annual compensation review and performance-driven bonuses or commissions where applicable.
  • Additional benefits reflecting company values and ensuring fairness globally.
  • Annual holiday leave and maternity / paternity leave.
  • Employee Assistance Programme and opportunities to travel to meet colleagues.

    • About Canonical

    Canonical is a pioneering tech firm at the forefront of the global move to open source. As the publisher of Ubuntu, Canonical is shaping the future of software. We recruit on a global basis and set high standards for new hires. Most colleagues have worked from home since 2004. Working here challenges you to think differently, work smarter, learn new skills, and raise your game.

    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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