Associate Linux Support Engineer

Canonical; Boston (MA); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a passionate Associate Linux Support Engineer to join their remote team. In this role, you will provide exceptional technical support for Ubuntu and open source products, tackling complex issues across cloud, desktop, and IoT platforms. You'll have the opportunity to collaborate with talented engineers and contribute to a culture of continuous learning and improvement. With a focus on customer satisfaction, you'll manage support cases and advocate for internal customers. This role offers a chance to grow your career in a leading open source environment while enjoying the flexibility of remote work and biannual team sprints.

Benefits

Annual learning budget of USD 2,000

Regular compensation reviews

Performance bonuses

Comprehensive benefits package

Remote work flexibility

International travel opportunities

Qualifications

• Strong academic record in relevant fields like Computer Science or Engineering.
• Experience in Linux troubleshooting and server administration.

Responsibilities

• Providing technical support from home for employees.
• Owning and managing support cases via various communication channels.
• Contributing to knowledge base articles and improving service quality.

Skills

Linux Troubleshooting

Linux Server Administration

Bash Programming

Networking

Virtualization/Cloud Computing

Communication Skills

Adaptability

Customer Service

Education

Bachelor's in Computer Science

Bachelor's in Electrical Engineering

Job description

Join to apply for the Associate Linux Support Engineer role at Canonical.

About 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 public cloud, data science, AI, engineering innovation, and IoT. Our customers include top public cloud and silicon providers, as well as industry leaders across sectors. We are a pioneer of global distributed collaboration, with over 1100 colleagues in more than 75 countries, and very few office-based roles. Teams meet a few times a year in interesting locations worldwide to align on strategy and execution.

The company is founder-led, profitable, and growing.

Role Overview

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 ideal for a hands-on engineer eager to learn, passionate about Linux and open source, and interested in working with some of the best in the industry.

We solve complex technical problems regularly, from triaging cloud environments and OS issues to kernel crashes and root cause analysis. You will be responsible for delivering outstanding technical support across cloud, desktop, and IoT platforms, managing your cases from start to resolution, and collaborating with colleagues and senior engineers as needed. This is a remote role.

Location

This is a globally remote position.

Responsibilities

1. Providing technical support from your home office for employees.
2. Owning and managing support cases via phone, email, and web.
3. Keeping internal customers updated and advocating for their needs.
4. Ensuring support cases meet SLA and customer satisfaction standards.
5. Contributing to and maintaining knowledge base articles.
6. Drafting technical notices for communication.
7. Prioritizing tasks effectively.
8. Continuously learning about our evolving products and services.
9. Understanding Ubuntu development to set realistic customer expectations.
10. Communicating regularly with team members.
11. Identifying opportunities to improve service quality.
12. Participating in weekend rotation support shifts.

Candidate Requirements

• Strong academic record and relevant educational background (e.g., Computer Science, Electrical Engineering).
• 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, etc.), networking, virtualization/cloud computing.
• Quick learner, adaptable, and able to handle customer-facing pressure.
• Excellent English communication skills.
• Respect for diversity and multicultural collaboration skills.
• Result-driven with a commitment to meet deadlines.
• Willingness to travel internationally twice a year for up to two weeks.

Nice-to-Have Skills

• Support experience in virtualized environments.
• Experience with open-source desktop technologies.
• Active contribution to open-source projects or forums.

Benefits

• Remote work with biannual in-person team sprints.
• Annual learning and development budget of USD 2,000.
• Regular compensation reviews and performance bonuses.
• Comprehensive benefits including holiday, parental leave, Employee Assistance Programme, and travel opportunities.

About Canonical

Canonical is a pioneer in open source technology, responsible for Ubuntu, a key platform for AI, IoT, and cloud computing. We hire globally and uphold high standards of excellence, fostering a remote work environment since 2004. Working here challenges you to think differently, learn continuously, and elevate your skills.

Equal Opportunity Statement

We are committed to a diverse and inclusive workplace, providing equal opportunities regardless of background or identity.