About this role
Job title: Associate Support Engineer
About the Role Canonical is hiring an Associate Support Engineer to provide expert technical support across cloud, desktop and IoT on Ubuntu and open source products. This globally remote role involves owning cases from qualification to resolution and collaborating with colleagues when needed.
What You'll Do
- Provide technical support for employees and customers across cloud, desktop and IoT on the full Canonical stack
- Take ownership of new cases via telephone, manage cases, and meet the agreed Service Level Agreements (SLA) with high customer satisfaction
- Act as an internal customer advocate, keeping users updated in a timely manner
- Contribute new knowledge base articles and maintain existing content to help customers and teammates
- Draft and distribute technical notices; prioritise work to address the most important issues first
- Continuously learn as products and services evolve; understand Ubuntu development processes to set realistic timelines for fixes
- Maintain regular communication with the team both locally and remotely; identify opportunities to improve service
- Participate in a regular weekend working rota
What We're Looking For
- Hands-on engineer with eagerness to learn and a passion for Linux and open source technologies
- Ability to triage complex cloud environments, desktop and server issues, Linux kernel crashes, OS configuration issues, and perform root cause analysis
- Strong ownership of cases, effective communication, and a focus on customer satisfaction and SLA adherence
- Comfortable working in a globally distributed team and in a fully remote role
- Proactive knowledge sharing and collaboration
Nice to Have
- Experience with problem qualification and root cause analysis
- Familiarity with the Ubuntu development process to set customer expectations on timelines for fixes
- Experience contributing to knowledge bases or drafting technical notices
- Willingness to participate in a regular weekend rota
Compensation & Benefits
- Salary: not disclosed
- Benefits: not disclosed; role is globally remote with occasional in-person meetings (2–4 times per year) for team alignment.