Support Engineer

Accelerate your technical career by joining Canonical in a high-impact, multi-disciplinary role.. You'll be working from our London office, which hosts our events, customer demos and visitors, in an event space with professional live video, audio and streaming equipment. You'll wear three hats: Linux and cloud support engineer, owner of the office's technical infrastructure, and one of the people running the live production at our events. You'll own your cases from first contact to resolution, bringing in colleagues or senior engineers when needed, and you'll keep the technology running when it matters most, with people watching. While professional broadcast or AV experience is not required, a strong technical curiosity for audio/video systems and the composure to manage live, high-stakes environments are a must.

Location: Office Based in London, England.

The role entails

• Office technology: Own the technical state of the London office (network, devices, meeting spaces, AV), including onboarding new colleagues, and know how it all fits together.
• Live events: Run the technology for events and customer demos, from set-up and live operation through to tear-down, and coordinate external crew for larger events.
• Customer support: Own your cases end to end, working with customers by ticket, remote session and live conversation, and with engineering teams to turn code fixes into customer outcomes. Set clear expectations and keep your commitments.
• Ubuntu lifecycle: Understand the Ubuntu development process well enough to give customers realistic timelines for fixes.
• Knowledge: Write and maintain knowledge base articles so lessons learned are shared.

What are we looking for in you

• Exceptional written and spoken English, and the ability to explain technical complexity clearly and warmly
• An exceptional academic record at high school and university, with an undergraduate degree in a technical subject or a compelling narrative about your alternative path
• A builder's streak: something you've set up or run for other people on a deadline, such as a home lab, hackspace, student tech crew, live sound, streaming, or school or club IT
• AV curiosity: real interest in audio, video and live production, or a clear appetite to learn it 
• Composure and care: you like helping people and stay calm when a high-stakes moment, including a live event, gets tense
• A track record of going above and beyond for teams or customers
• Hands-on experience supporting Linux systems, plus any of: virtualization or cloud (KVM, OpenStack), containers (Docker, LXD/LXC, Kubernetes), storage (block, object, network), or networking (bonding, firewalls, bridging, switching, MTU tuning)
• A troubleshooting mindset (logs, stack traces, OS and application-level causes) and programming fundamentals in any language

What we offer colleagues

We consider geographical location, experience, and performance in shaping compensation worldwide. We assess performance and revisit compensation twice annually to ensure we recognize outstanding colleagues. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

• Distributed work environment with twice-yearly team sprints in person.
• Personal learning and development budget of USD 2,000 per year.
• Bi-annual compensation review.
• Company recognition rewards.
• 40 days annual leave per annum, including public holidays and our All Company holiday periods.
• Maternity and paternity leave.
• Team Member Assistance Program & Wellness Platform.
• Opportunity to travel to new locations to meet colleagues, with Priority Pass for lounge access.

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. We are founder-led, profitable, and growing.

Powered by worldwide distributed collaboration since our inception in 2004, we believe tech and business leadership can emerge anywhere. We have no central headquarters. Most of us work from home, but we are exceptionally disciplined about this. We have very high expectations of all colleagues, and are champions of excellence. Working here is a step into the future and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.