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, and iot initiatives. We are hiring a hands-on engineer with a passion for linux and open source technologies to join canonical. This globally remote role is focused on delivering excellent technical support across cloud, desktop and iot, owning cases from qualification to resolution.
responsibilities
* working from your remote home office to provide technical support for employees.
* taking 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 you own 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 to ensure 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.
* continuing to learn as canonical's products and services grow and evolve.
* understanding the ubuntu development process to set customer expectations 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.
* note: a background check will be performed for this role.
qualifications
* exceptional academic track record from both high school and university.
* undergraduate degree in a technical subject or a compelling narrative about an alternative path. Preferable majors: computer science, mis, electrical engineering, etc.
* confidence to respectfully speak up, exchange feedback, and share ideas without hesitation.
* track record of going above-and-beyond to achieve outstanding results.
* experience with linux troubleshooting (collecting logs and stack traces, tuning by editing configuration files).
* knowledge or hands-on experience on two or more of the following:
o linux server administration
o programming fundamentals in any language (bash, perl, ruby, javascript, c or c++, go)
o networking (bonding, firewalling, bridging, switching, network file system tuning, mtu issues, etc.)
o 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.
* appreciative of diversity, polite and effective in a multi-cultural, multinational organisation.
* result-oriented with a personal drive to meet commitments.
* ability to travel internationally twice a year, for company events up to two weeks long.
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.
* 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.
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 support ai, iot and cloud initiatives and recruit on a global basis. We expect excellence and strive to be the best at what we do. Most colleagues have worked from home since canonical's inception in 2004.
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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