Associate Linux Support Engineer — The Rocks, Sydney

This is a Associate Linux Support Engineer role with one of the leading companies in AU right now Canonical with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Canonical 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 best people in the industry at Canonical. 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 be accountable for delivering an outstanding technical support experience on the full technical stack at Canonical, across cloud, desktop and IoT. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers. This is a globally remote role. Location: This is a globally remote role. The role entails - 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 What we are looking for in you - 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 If you don’t think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Canonical. ✅ Applying here is the first step in the hiring process for this role at Canonical. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.