Associate Linux Support Engineer
Canonical · NAMER
- Hybrid
- Full-time
- $60,000 / year
- NAMER
Job highlights
- Provide expert technical support for Ubuntu and open source products.
- Troubleshoot complex cloud, desktop, and IoT issues.
- Own customer cases from start to finish.
- Contribute to knowledge base and improve services.
- Globally remote role with travel for team sprints.
About the role
About Canonical
Canonical is a leading provider of open source software and operating systems. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We work with global leaders in cloud, silicon, and various industry sectors. Canonical is a pioneer of global distributed collaboration, with over 1100 colleagues in more than 75 countries. We hold in-person team gatherings twice yearly in diverse locations for strategic alignment. The company is founder-led, profitable, and growing.Job Summary
We are hiring an Associate Support Engineer to build a career with Canonical and support the technical needs of customers using Ubuntu and open source products. This role is ideal for a hands-on engineer passionate about Linux and open source technologies, eager to learn, and looking to work with industry experts. You will tackle complex technical problems, from triaging cloud environments and server issues to analyzing Linux kernel crashes and OS configuration problems. You will provide expert-level support, owning cases from problem qualification to full resolution across Canonical's full technical stack, including cloud, desktop, and IoT. You will manage your cases, transferring them to colleagues or escalating to senior engineers when necessary. This is a globally remote role.The Role Entails
- Working from your remote home office to provide technical support.
- Being available to take ownership of new cases via telephone, email, and web.
- Acting as an internal customer advocate, providing timely updates.
- Ensuring all owned support cases meet Service Level Agreements (SLAs) and achieve high customer satisfaction by setting realistic expectations and fulfilling commitments.
- Contributing to and maintaining knowledge base articles for shared learning.
- Drafting and distributing technical notices for internal and external communication.
- Prioritizing work to accomplish the most important and urgent tasks first.
- Continuously learning as products and services evolve.
- Understanding the Ubuntu development process to set accurate customer expectations for fixes.
- Maintaining regular communication and information exchange with the team, both locally and remotely.
- Identifying and suggesting opportunities for service improvement.
- Participating in a regular weekend working rotation.
What We Are Looking For In You
- Exceptional academic track record from high school and university.
- Undergraduate degree in a technical subject (e.g., Computer Science, MIS, Electrical Engineering) or a compelling alternative path.
- Confidence to respectfully speak up, exchange feedback, and share ideas.
- A track record of exceeding expectations to achieve outstanding results.
- Experience with Linux troubleshooting (collecting logs, stack traces, fine-tuning configurations).
- Knowledge or basic hands-on experience in 2 or more of the following areas:
- Linux server administration
- Programming fundamentals (bash, Perl, Ruby, Javascript, C/C++, Go)
- Networking (bonding, firewalling, bridging, switching, NFS tuning, MTU issues)
- Virtualization / Cloud computing concepts (provisioning, monitoring, orchestration)
- Ability to learn quickly, thrive on change, and handle pressure in a customer-facing role.
- Strong written and verbal English communication skills.
- Appreciation for diversity and effectiveness in a multi-cultural, multi-national organization.
- Result-oriented with a personal drive to meet commitments.
- Ability to travel internationally twice a year for company events (up to two weeks).
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, or code.
What We Offer
- Compensation is shaped by geographical location, experience, and performance, with annual reviews.
- Performance-driven annual bonus or commission in addition to base pay.
- Benefits that reflect our values and ideals, balanced for local needs and global fairness.
- Distributed work environment with twice-yearly team sprints in person.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review.
- Recognition rewards.
- Annual holiday leave.
- Maternity and paternity leave.
- Employee Assistance Programme.
- Opportunity to travel to new locations to meet colleagues.
- Priority Pass and travel upgrades for long-haul company events.
About Canonical
Canonical is a pioneering tech firm leading the global move to open source. As the publisher of Ubuntu, a critical open source project and the platform for AI, IoT, and the cloud, we are transforming the software industry. We recruit globally and maintain high standards, expecting excellence from our team members. Most colleagues have worked remotely since 2004. Working at Canonical means stepping into the future, challenging yourself to think differently, work smarter, learn new skills, and elevate your performance.Equal Opportunity Employer
Canonical is an equal opportunity employer committed to fostering a workplace free from discrimination. We believe diversity in experience, perspectives, and background creates better work environments and superior products. We consider all applications fairly, regardless of your identity.Key skills/competency
Associate Linux Support Engineer, Linux Troubleshooting, Ubuntu, Open Source, Cloud Computing, Networking, Technical Support, Problem Solving, Customer Advocacy, Case Management.Skills & topics
- Linux Support Engineer
- Associate Engineer
- Linux
- Ubuntu
- Open Source
- Technical Support
- Cloud Computing
- Networking
- Remote Work
- IT Support
How to get hired
- Tailor your resume: Highlight Linux troubleshooting, open-source experience, and technical support skills relevant to Canonical's Ubuntu platform.
- Showcase your passion: Demonstrate your eagerness to learn Linux and open source technologies and your problem-solving abilities.
- Prepare for technical questions: Be ready to discuss your experience with Linux administration, networking, virtualization, and programming fundamentals.
- Emphasize soft skills: Highlight your communication, collaboration, and customer advocacy skills in a multicultural environment.
- Research Canonical: Understand their mission, Ubuntu's role in AI, IoT, and cloud, and their commitment to open source.
Technical preparation
Practice Linux command line and troubleshooting.,Build a simple home lab for testing.,Review networking fundamentals and concepts.,Familiarize with cloud and virtualization basics.
Behavioral questions
Describe a complex technical problem you solved.,How do you handle difficult customer interactions?,Tell me about a time you learned something new quickly.,How do you prioritize your work under pressure?
Frequently asked questions
- What are the key technical skills required for the Associate Linux Support Engineer role at Canonical?
- The Associate Linux Support Engineer role at Canonical requires strong Linux troubleshooting skills, including log collection and configuration tuning. Experience with at least two of the following is preferred: Linux server administration, programming fundamentals (bash, Perl, Ruby, etc.), networking concepts, or virtualization/cloud computing. A solid academic background and a passion for open source are also crucial.
- Is this Associate Linux Support Engineer position fully remote?
- Yes, this Associate Linux Support Engineer position is a globally remote role, allowing you to work from your home office. Canonical is a pioneer in distributed collaboration, with most employees working remotely.
- What kind of career growth can I expect as an Associate Linux Support Engineer at Canonical?
- Canonical offers a structured career path for Associate Support Engineers, with opportunities to learn and grow within the company. You'll gain experience across the full technical stack of Ubuntu products, work with industry experts, and have access to a personal learning and development budget.
- How does Canonical handle compensation and benefits for remote roles like the Associate Linux Support Engineer?
- Canonical considers geographical location, experience, and performance for compensation worldwide, with annual reviews. In addition to base pay, a performance-driven bonus or commission is offered. Benefits are designed to reflect company values, meeting local needs while ensuring global fairness, and include a learning budget, recognition rewards, and more.
- What is the typical day-to-day for an Associate Linux Support Engineer at Canonical?
- As an Associate Linux Support Engineer, your day involves working remotely to provide technical support via phone, email, and web. You'll take ownership of cases, troubleshoot issues across the technical stack, update customers, contribute to the knowledge base, and collaborate with your team.
- Does Canonical require a background check for the Associate Linux Support Engineer position?
- Yes, Canonical requires and will perform a background check for this Associate Linux Support Engineer role.
- What is the importance of open-source contribution for an Associate Linux Support Engineer applicant at Canonical?
- While not strictly required, active contributions to open-source projects, forums, or code are considered a 'nice-to-have' skill. It demonstrates a deep engagement with the open-source community and a proactive approach, which aligns well with Canonical's values.
- How does Canonical support employee development in the Associate Linux Support Engineer role?
- Canonical provides a personal learning and development budget of USD 2,000 per year for all team members, including Associate Linux Support Engineers, to support continuous learning and skill enhancement.