Canonical, the company behind the widely used Ubuntu operating system, is hiring an Associate Support Engineer to provide expert-level technical assistance across its full stack, including cloud, desktop, and IoT. This is a chance to build a career in a globally distributed organization, solving genuinely unique and complex problems.

• Location: Home-based – Worldwide (Globally Remote Role)
• Travel: Ability to travel internationally twice a year for company events (up to two weeks long).

The Role: Problem Ownership and Technical Mastery

This entry-level support role demands a high aptitude for learning and a passion for Linux. You will own customer cases from problem qualification to final resolution, often diving into issues most engineers never see, like Linux kernel crashes.

• Case Management & SLA: Take ownership of new cases via telephone, email, and web. Ensure every case is handled according to the Service Level Agreement (SLA), keeping customers updated and setting correct expectations.
• Complex Troubleshooting: Provide expert-level technical support on the full Canonical stack. This involves triaging complex cloud environments, desktop/server issues, OS configuration problems, and performing root cause analysis.
• Knowledge Contribution: Contribute new and maintain existing knowledge base articles to ensure shared knowledge and lessons learned are available to customers.
• Process & Learning: Prioritize work effectively, maintain regular communication with the global team, and commit to continually learning as Ubuntu products and services evolve.
• Schedule: Participate in a regular weekend working rotation.

What Canonical is Looking For:

You need a strong academic background, a core Linux aptitude, and the resilience to work in a fast-paced, customer-facing role.

• Technical Background: Exceptional academic track record and an Undergraduate degree in a technical subject (e.g., Computer Science, Electrical Engineering) or a compelling alternative path.
• Core Linux Experience: Proven experience with Linux troubleshooting (collecting logs, stack traces, editing configuration files).
• Foundational Knowledge (2 or more required):
  • Linux server administration
  • Programming fundamentals in any language (bash, Python, C++, Go, etc.)
  • Networking (firewalling, switching, bridging, MTU issues)
  • Virtualization / Cloud computing concepts (provisioning, orchestration)
• Soft Skills: Strong written and verbal English communication skills. Must have the confidence to speak up, exchange feedback, and be effective in a multi-cultural organization.

Nice-to-Have Skills:

• Experience supporting virtualized environments (KVM, VMWare).
• Active contribution to open-source projects/code/forums (always a good sign for a Linux job).