Associate Linux Support Engineer

Stack

Responsibilities

• ▹Provide technical support for employees from your remote home office
• ▹Take ownership of new cases via telephone, email and web
• ▹Act as an internal customer advocate, keeping them updated in a timely manner
• ▹Handle each owned case according to the Service Level Agreement (SLA) with the highest possible customer satisfaction
• ▹Contribute and maintain knowledge base articles
• ▹Draft and distribute technical notices for internal and external communication
• ▹Prioritise work to accomplish the most important and urgent tasks first
• ▹Keep learning as products and services grow and evolve
• ▹Understand the Ubuntu development process to set correct expectations on timelines for a fix
• ▹Maintain regular communication and information exchange with the team
• ▹Identify and suggest opportunities for better service
• ▹Participate in a regular weekend working rotation

Requirements

• ▹Exceptional academic track record from both high school and university
• ▹Undergraduate degree in a technical subject or a compelling narrative about your alternative path (preferred majors: Computer Science, MIS, Electrical Engineering)
• ▹Confidence to respectfully speak up, exchange feedback and share ideas
• ▹Track record of going above and beyond expectations
• ▹Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning configuration files)
• ▹Knowledge or basic hands-on experience in 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); virtualization / cloud computing 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
• ▹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
• ▹A background check is 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

• ▹Distributed work environment 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 pioneer of open source software. Most colleagues have worked from home since the company started in 2004.