About the Job
The company is founder led, profitable and growing.
We are hiring an Associate Support Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. This role is an opportunity for a hands-on engineer with eagerness to learn, a passion for Linux and open source technologies to work with some of the ...
We regularly solve interesting, technical problems. From triaging complex cloud environments, desktop and server issues, Linux kernel crashes we’ve never seen before to OS configuration issues and root cause analysis, we provide an expert level of support and satisfaction to our peer groups and customers. You will b...
Key Responsibilities
Working from your remote home office to provide technical support for employees.
Being available to take ownership of new cases via telephone, email and web
Acting as an internal customer advocate keeping them updated in a timely manner
Ensuring that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
Contributing new knowledge base articles and maintaining existing articles, ensuring shared knowledge and lessons learned are available to customers.
Drafting and distributing technical notices for internal and external communication.
Prioritising your work in order to accomplish the most important and urgent tasks first
Keeping on learning as our products and services grow and evolve
Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix
Maintaining regular communication and information exchange with the rest of the team, locally and remotely
Identifying and suggesting any opportunities to provide a better service
Participating in a regular weekend working rotation
Required Skills & Abilities
Exceptional academic track record from both high school and university
Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
Confidence to respectfully speak up, exchange feedback, and share ideas without hesitation
Track record of going above-and-beyond expectations to achieve outstanding results
Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files)
Knowledge or basic hands-on experience on 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, etc.)
Virtualization / Cloud computing concepts (provisioning, monitoring, orchestration, etc.)
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
Noting that we require and will perform a
