Associate Linux Support Engineer

Canonical; Hamilton; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading open source software company in Ontario is seeking an Associate Linux Support Engineer. This role involves providing technical support to employees, handling cases via phone and email, and maintaining a high standard of customer satisfaction. Candidates should have a strong academic background and experience in Linux troubleshooting. This position offers a fully remote work environment along with opportunities for professional growth and learning.

Benefits

Personal learning and development budget of USD 2,000 per year

Annual compensation review

Maternity and paternity leave

Qualifications

• Exceptional academic track record from both high school and university.
• Experience with Linux troubleshooting.
• Strong written and verbal English communication skills.

Responsibilities

• Provide technical support for employees.
• Take ownership of new cases via phone, email, and web.
• Ensure compliance with service level agreements.

Skills

Linux troubleshooting

Communication skills

Ability to learn quickly

Education

Undergraduate degree in a technical subject

Tools

Linux server administration

Networking concepts

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 enterprise initiatives across public cloud, data science, AI, engineering innovation and IoT. We have 1100+ colleagues in 75+ countries with a globally remote workforce and few office-based roles.

The company is founder led, profitable and growing.

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 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 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 on learning as our products and services grow and evolve.
• Understanding 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

• 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, fine-tuning by editing configuration files).
• Knowledge or basic hands-on experience on 2 or more of:
• Linux server administration
• Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go)
• Networking (bonding, firewalling, bridging, switching, network file system 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.
• Appreciative of diversity, polite and effective in a multi-cultural, multi-national 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.

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

Nice-to-have skills

• Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
• Experience with other open-source desktop technologies.
• Active contribution to open-source projects / forum / code.

What we offer colleagues

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

• 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 the global open source community and aim for excellence in everything we do. We recruit on a global basis and have historically embraced remote work.

Equal opportunity

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.