Canonical is hiring an entry-level Associate Support Engineer to help customers with technical problems on Ubuntu and other open source products across cloud, desktop, server and IoT. This is a globally remote role.
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), achieving the highest possible customer satisfaction by setting clear expectations and meeting 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
Participating in a regular weekend working rotation
Requirements
Exceptional academic track record from both high school and university
Undergraduate degree in a technical subject (e.g. Computer Science, MIS, Electrical Engineering) or a compelling narrative about your alternative chosen path
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: 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
