​This is a full-time, globally remote Associate Linux Support Engineer role at Canonical, the company behind Ubuntu, focused on supporting customers using the full technical stack, including cloud, desktop, and IoT products. This is an opportunity for a hands-on engineer with a passion for Linux and open source to build a career in a global distributed environment.

• ​Location: Remote (Globally remote; candidates in the Americas, including Philadelphia, are welcome).
• ​Focus: Providing expert-level technical support, root cause analysis, and full case ownership for issues ranging from server and desktop problems to Linux kernel crashes and complex cloud environments.
• ​Schedule: Includes participating in a regular weekend working rotation.
• ​Travel: Ability to travel internationally twice a year for company events.

​The Role Entails: Full Case Ownership and Knowledge Contribution

​The engineer is responsible for owning the entire lifecycle of technical support cases while contributing to shared knowledge and continuous product learning.

• ​Case Ownership: Own and manage cases from problem qualification to full resolution, including taking ownership of new cases via telephone, email, and web.
• ​SLA Management: Ensure all cases are handled according to the Service Level Agreement (SLA) and achieve high customer satisfaction.
• ​Customer Advocacy: Act as an internal customer advocate, ensuring timely updates and setting correct expectations, especially regarding the Ubuntu development process timeline for fixes.
• ​Knowledge Contribution: Contribute new knowledge base articles and maintain existing ones to ensure shared knowledge is available to customers.
• ​Prioritization: Prioritizing work effectively to accomplish the most important and urgent tasks first.
• ​Continuous Learning: Keeping on learning as Canonical’s products and services grow and evolve.

​Required Qualifications and Technical Skills

​The role targets individuals with a strong academic background, proven problem-solving drive, and foundational Linux knowledge.

• ​Education: Undergraduate degree in a technical subject (Computer Science, MIS, Electrical Engineering, etc.) or equivalent compelling experience.
• ​Track Record: Exceptional academic track record and a history of going above-and-beyond expectations to achieve outstanding results.
• ​Linux Troubleshooting: Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning configuration files).
• ​Technical Knowledge (2 or more required): Knowledge or basic hands-on experience in:
  • ​Linux server administration
  • ​Programming fundamentals (bash, Perl, Ruby, Javascript, C/C++, Go)
  • ​Networking (bonding, firewalling, bridging, switching, etc.)
  • ​Virtualization / Cloud computing concepts (provisioning, monitoring, orchestration, etc.)
• ​Soft Skills: Strong written and verbal English communication skills, appreciation of diversity, and confidence to respectfully speak up and share ideas.

​Nice-to-Have Skills:

• ​Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
• ​Experience with other open-source desktop technologies.
• ​Active contribution to open-source projects/forums/code.