Associate Linux Support Engineer

Stack

Responsibilities

• ▹Provide technical support from your remote home office, taking ownership of new cases via phone, email and web
• ▹Act as an internal customer advocate and keep customers updated in a timely manner
• ▹Handle each support case according to the SLA by setting the right expectations and fulfilling commitments
• ▹Write new knowledge base articles and maintain existing ones
• ▹Draft and distribute technical notices for internal and external communication
• ▹Prioritise work by importance and urgency
• ▹Understand the Ubuntu development process to set correct expectations on fix timelines
• ▹Maintain regular communication with the rest of the team
• ▹Identify and suggest opportunities for better service
• ▹Take part in a regular weekend working rotation

Requirements

• ▹Exceptional academic track record from high school and university
• ▹Undergraduate degree in a technical subject or a compelling narrative about an alternative path (preferred majors: Computer Science, MIS, Electrical Engineering)
• ▹Experience with Linux troubleshooting (collecting logs and stack traces, editing configuration files)
• ▹Knowledge or basic hands-on experience in 2 or more of: Linux server administration; programming fundamentals (bash, Perl, Ruby, JavaScript, C/C++, Go); networking (bonding, firewalling, bridging, switching, NFS tuning, MTU issues); virtualization and cloud concepts (provisioning, monitoring, orchestration)
• ▹Ability to learn quickly, thrive on change and handle the pressure of a customer-facing job
• ▹Strong written and verbal English communication skills
• ▹Polite and effective in a multi-cultural, multi-national organisation
• ▹Result-oriented, meets commitments
• ▹Ability to travel internationally twice a year for company events of up to two weeks
• ▹Background check required for this role

Nice to have

• ▹Experience supporting virtualized environments (KVM, VirtualBox, VMware)
• ▹Experience with other open-source desktop technologies
• ▹Active contribution to open-source projects, forums or code

Soft skills

What we offer

• ▹Fully remote work with twice-yearly in-person team sprints
• ▹Personal learning and development budget of USD 2,000 per year
• ▹Annual compensation review
• ▹Performance-driven annual bonus or commission
• ▹Recognition rewards
• ▹Annual holiday leave
• ▹Maternity and paternity leave
• ▹Employee Assistance Programme
• ▹Opportunity to travel to meet colleagues
• ▹Priority Pass and travel upgrades for long-haul company events

About the company

Canonical publishes Ubuntu and is a leading provider of open source software and operating systems. It has 1100+ colleagues in 75+ countries, most of whom have worked from home since 2004.