Associate Linux Support Engineer

Canonical Group Ltd; Hongkong; Hybrid; HKD 471,000 - 745,000; Full time

Benefits offered by this job

Distributed work environment

Learning budget USD 2,000 per year

Annual compensation review

Maternity and paternity leave

Employee Assistance Programme

Travel opportunities to meet teams

Job summary

Canonical is seeking an Associate Support Engineer for a globally remote position. You will provide technical support for Ubuntu and open source products, triaging and resolving cases across cloud, desktop and IoT stacks.

You will own case progress, contribute to knowledge bases, and maintain strong customer relations while working with a distributed team. This role requires a strong Linux background and excellent English communication skills.

Qualifications

• Undergraduate degree in a technical subject or equivalent experience.
• Strong Linux troubleshooting and problem-solving skills.
• Ability to communicate clearly with customers and teams.

Responsibilities

• Own and manage support cases from qualification to resolution.
• Maintain SLA commitments and set clear expectations with customers.
• Draft and share knowledge base articles and notices.
• Communicate progress and updates to customers and internal teams.
• Prioritize tasks to handle urgent issues first and learn continuously.
• Collaborate with global teammates and travel for events when needed.

Skills

Linux troubleshooting

Networking

Virtualization / Cloud

English communication

Customer facing

Learning agility

Education

Technical degree

Tools

KVM

VirtualBox

VMware

Job description

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, 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 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 we’ve never seen before to OS configuration issues and root cause analysis, we provide an expert level of support and satisfaction to our peer groups and customers. You will be accountable for delivering an outstanding technical support experience on the full technical stack at Canonical, across cloud, desktop and IoT. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers. This is a globally remote role.

Location: This is a globally remote role.

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.


• Prioritising 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

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 your alternative chosen 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 expectations 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:


• 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, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer