Associate Linux Support Engineer

Canonical; Edmonton; Remote; USD 60,000 - 90,000; Full time

Job summary

An innovative open-source technology firm is seeking an Associate Linux Support Engineer to join their dynamic team. In this exciting role, you will provide exceptional technical support for Ubuntu and open-source products, tackling diverse challenges from cloud environments to desktop issues. You'll collaborate with a global team, ensuring customer satisfaction while continuously learning and adapting. With a commitment to diversity and a remote-first culture, this company offers a unique opportunity to grow your career in a supportive environment. Join a pioneer in open-source technology and make a real impact!

Benefits

Annual Learning Budget

Performance Bonuses

Holiday Leave

Parental Leave

Employee Assistance

Travel Upgrades

Biannual In-Person Sprints

Travel Opportunities

Qualifications

• Strong academic record in a technical field or compelling alternative narrative.
• Experience with Linux server administration and troubleshooting.

Responsibilities

• Provide technical support from home office via phone, email, and web.
• Create and maintain knowledge base articles for customer support.

Skills

Linux Troubleshooting

Communication Skills

Programming Fundamentals

Networking Concepts

Virtualization/Cloud Computing

Education

Degree in Computer Science

Degree in Electrical Engineering

High School Diploma

Tools

KVM

VirtualBox

VMWare

Job description

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 enterprise initiatives such as cloud, data science, AI, engineering, and IoT. Our customers include top public cloud and silicon providers, as well as industry leaders across sectors. We are a pioneer in global distributed collaboration, with 1100+ colleagues in 75+ countries, and very few office-based roles. Teams meet 2-4 times a year in interesting locations worldwide 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 customers leveraging Ubuntu and open source products. This role is ideal for a hands-on engineer eager to learn, passionate about Linux and open source technologies, and willing to work with some of the best in the industry.

We solve interesting technical problems, from cloud environment triage, desktop and server issues, Linux kernel crashes, to OS configuration and root cause analysis. You will be responsible for delivering outstanding technical support across cloud, desktop, and IoT, managing cases from start to finish, and collaborating with colleagues as needed. This is a remote, worldwide role.

Location:

This is a globally remote role.

The role entails:

1. Providing technical support from your home office.
2. Owning new cases via phone, email, and web.
3. Acting as an internal customer advocate, keeping them updated.
4. Handling support cases according to SLA, aiming for high customer satisfaction.
5. Creating and maintaining knowledge base articles.
6. Drafting and sharing technical notices.
7. Prioritizing tasks effectively.
8. Continuously learning about our products and services.
9. Understanding Ubuntu development to set realistic customer expectations.
10. Maintaining communication with team members locally and remotely.
11. Suggesting improvements to our service.
12. Participating in a weekend support rotation.

What we are looking for:

• Strong academic record from high school and university.
• Degree in a technical field or a compelling alternative narrative. Preferred majors: Computer Science, MIS, Electrical Engineering, etc.
• Confidence in communication and feedback exchange.
• Proven ability to exceed expectations.
• Experience with Linux troubleshooting.
• Knowledge or experience in at least two of the following:
• Linux server administration
• Programming fundamentals (bash, Perl, Ruby, JavaScript, C/C++, Go)
• Networking concepts
• Virtualization/Cloud computing
• Quick learner, adaptable, able to handle customer pressure.
• Excellent English communication skills.
• Appreciative of diversity and effective in a multicultural environment.
• Results-driven and committed.
• Willing to travel internationally twice a year for up to two weeks.

Note: A background check will be performed.

Nice-to-have skills:

• Experience with virtualized environments (KVM, VirtualBox, VMWare).
• Experience with open-source desktop technologies.
• Contributions to open-source projects or forums.

What we offer:

• Distributed work environment with biannual in-person sprints.
• USD 2,000 annual learning and development budget.
• Annual pay review and performance bonuses.
• Additional benefits aligned with our values.
• Travel opportunities to meet colleagues.
• Other perks like holiday leave, parental leave, employee assistance, travel upgrades.

About Canonical:

Canonical is a pioneering open source tech firm, creator of Ubuntu, leading the move to open source. We hire globally, expect excellence, and foster a remote work culture since 2004. Working here means thinking differently, working smarter, and developing new skills.

Canonical is an equal opportunity employer:

We value diversity and are committed to providing fair consideration regardless of background or identity.