🌍 Canonical

Canonical is a leading provider of open-source software and operating systems for the global enterprise and technology markets.

Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as:

• ☁️ Public Cloud
• 📊 Data Science
• 🤖 Artificial Intelligence (AI)
• 🧠 Engineering Innovation
• 🌐 Internet of Things (IoT)

Our customers include the world’s leading public cloud and silicon providers, as well as industry leaders across many sectors.

Canonical is a pioneer of global distributed collaboration, with:

• 👥 1100+ colleagues
• 🌎 Operating in 75+ countries
• 🏠 Minimal office-based roles

Teams meet two to four times yearly in person, in inspiring locations around the world, to align on strategy and execution.

💡 The company is founder-led, profitable, and growing.

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💼 Role: Associate Support Engineer

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 exciting opportunity for a hands-on engineer with:

• A passion for Linux and open-source technologies
• A strong desire to learn
• The motivation to work with some of the best people in the industry

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🧠 What You’ll Do

At Canonical, you will regularly solve complex and interesting technical problems — including:

• Troubleshooting cloud environments, desktop and server issues
• Diagnosing Linux kernel crashes and OS configuration issues
• Conducting root cause analysis and delivering expert-level technical support

You will be accountable for providing an outstanding technical support experience across Canonical’s full stack — including cloud, desktop, and IoT.

From problem qualification to full resolution, you’ll own and manage your cases.
When needed, you’ll collaborate with senior engineers or transfer cases to appropriate colleagues.

🏠 Location: This is a globally remote role.

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⚙️ Key Responsibilities

• 💻 Work from your remote home office to provide technical support to customers and employees
• 📞 Take ownership of new cases via telephone, email, and web
• 🙋 Act as an internal customer advocate and keep stakeholders informed
• ⏱ Ensure all support cases are handled per the Service Level Agreement (SLA), with high customer satisfaction
• 🧾 Contribute and maintain knowledge base articles, ensuring shared learning and documentation
• 📣 Draft and distribute technical notices for internal and external audiences
• 🧭 Prioritize tasks effectively, focusing on the most urgent and impactful issues first
• 📚 Continue learning as Canonical’s products and services evolve
• 🔧 Understand the Ubuntu development process to accurately set customer expectations on fix timelines
• 💬 Maintain consistent communication and collaboration with local and remote team members
• 💡 Identify opportunities to enhance customer service and internal processes
• 🗓️ Participate in a regular weekend working rotation

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🏢 About Canonical

Canonical is a pioneering tech firm leading the global shift toward open source.
As the publisher of Ubuntu — one of the most influential open-source projects and a platform for AI, IoT, and Cloud — Canonical is transforming the world of software.

We recruit globally and set a high bar for excellence.
To succeed here, you must strive to be the best at what you do.

Most Canonical colleagues have worked remotely since 2004, making us one of the original remote-first companies.

Working here is:

• 🚀 A step into the future
• 🧩 A challenge to think differently
• ⚙️ An opportunity to work smarter
• 🎓 A chance to learn new skills and raise your game

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🤝 Equal Opportunity Statement

Canonical is an equal opportunity employer.
We are proud to foster a workplace free from discrimination.

Diversity of experience, perspectives, and background:

• 💬 Creates a better work environment
• 🧠 Leads to better products

🌈 Whatever your identity, your application will receive fair and equal consideration.