Associate Linux Support Engineer

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 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 across many sectors. The company is a pioneer of global distributed collaboration, with 1,100+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person at strategic locations worldwide to align on strategy and execution.

We are hiring an Associate Support Engineer to build a rewarding career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. This role is an excellent opportunity for a hands-on engineer with a passion for Linux and open source technologies to work alongside some of the best people in the industry.

In this position, you will solve interesting, technical problems daily. From triaging complex cloud environments, diagnosing desktop and server issues, analyzing Linux kernel crashes to OS configuration problems and root cause analysis, you will provide expert-level support and satisfaction to customers. You will be accountable for delivering an outstanding technical support experience across the full technical stack, including cloud, desktop, and IoT platforms. From problem qualification to full resolution, you will own and manage your cases, transferring them to colleagues or involving senior engineers when needed.

Key Responsibilities

• Provide technical support for customers using Ubuntu and open source products from your remote home office
• Take ownership of new support cases via telephone, email, and web platforms
• Act as an internal customer advocate, keeping them updated in a timely manner throughout case resolution
• Ensure each support case is handled according to Service Level Agreements (SLA) with the highest possible customer satisfaction
• Contribute new knowledge base articles and maintain existing documentation to ensure shared knowledge and lessons learned are available to customers
• Draft and distribute technical notices for internal and external communication
• Prioritize work effectively to accomplish the most important and urgent tasks first
• Continuously learn as products and services grow and evolve
• Understand the Ubuntu development process to set accurate customer expectations on fix timelines
• Maintain regular communication and information exchange with the team across different time zones
• Identify and suggest opportunities to improve service delivery
• Participate in a regular weekend working rotation

About Canonical

Canonical is a founder-led, profitable, and growing company. As a globally remote organization, we champion distributed collaboration and attract top talent from across the world. This position offers the flexibility of working from home while contributing to technologies that power enterprises and innovation worldwide.

💰 Compensation not publicly listed. Market estimate for similar roles: from $55K, varying by experience and location.