Associate Linux Support Engineer

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Associate Linux Support Engineer based in India.** This role offers an excellent opportunity to build a career in technical support while working deeply with Linux and open source technologies. You will help customers and internal teams troubleshoot issues across cloud, server, desktop, and IoT environments. The position combines hands-on technical investigation with customer communication, case ownership, and proactive problem solving. You will diagnose complex issues involving logs, stack traces, configurations, networking, virtualization, and Linux systems. The role also provides strong exposure to open source development processes, technical documentation, and evolving software platforms. Working within a globally distributed engineering environment, you will collaborate with experienced colleagues and continuously expand your technical expertise. This position is well suited to a motivated early-career engineer who is passionate about Linux, learns quickly, and enjoys solving challenging customer problems. ### Accountabilities - Provide technical support from a remote home office, helping customers and internal users resolve issues across Linux, cloud, desktop, server, and IoT environments. - Take ownership of new support cases through telephone, email, and web channels, managing each case through qualification, investigation, resolution, or appropriate escalation. - Act as a customer advocate by maintaining clear, timely communication and setting accurate expectations throughout the support process. - Ensure assigned cases are handled in accordance with service-level commitments while maintaining a high standard of customer satisfaction. - Troubleshoot technical issues by analysing logs, stack traces, system configurations, and other diagnostic information. - Escalate complex cases to colleagues or senior engineers when additional expertise is required, while maintaining ownership and communication. - Create new knowledge base articles and maintain existing documentation to share technical solutions, lessons learned, and best practices. - Draft and distribute technical notices and other communications for internal and external audiences. - Prioritise workloads effectively to address urgent and high-impact issues while meeting ongoing commitments. - Continuously develop knowledge as products, services, and open source technologies evolve. - Understand software development and release processes sufficiently to communicate realistic expectations regarding fixes and timelines. - Maintain regular communication and knowledge exchange with distributed team members. - Identify opportunities to improve support processes, service quality, and customer experience. - Participate in a scheduled weekend support rotation. **Requirements** - Strong academic performance and an undergraduate degree in a technical discipline such as Computer Science, Management Information Systems, Electrical Engineering, or a comparable field; an alternative path demonstrating strong technical ability may also be considered. - Practical experience troubleshooting Linux systems, including collecting logs and stack traces and modifying configuration files to diagnose or resolve issues. - Knowledge or hands-on experience in at least two relevant areas, such as Linux server administration, programming fundamentals, networking, virtualization, cloud computing, or related infrastructure technologies. - Familiarity with programming or scripting in languages such as Bash, Perl, Ruby, JavaScript, C, C++, or Go. - Understanding of networking concepts such as bonding, firewalling, bridging, switching, network file systems, and MTU-related issues is advantageous. - Familiarity with virtualization and cloud concepts including provisioning, monitoring, and orchestration. - Experience supporting virtualised environments such as KVM, VirtualBox, or VMware is a plus. - Exposure to open source desktop technologies or active participation in open source projects, forums, or code contributions is beneficial. - Strong written and verbal English communication skills, with the confidence to explain technical issues clearly to customers and colleagues. - Ability to learn quickly, adapt to change, remain effective under pressure, and work successfully in a customer-facing environment. - Strong interpersonal skills, curiosity, flexibility, accountability, and respect for diverse, multicultural teams. - Demonstrated initiative and a track record of exceeding expectations and delivering strong results. - A results-oriented mindset with the personal drive to meet commitments and take ownership of responsibilities. - Willingness and ability to travel internationally twice a year for company events lasting up to two weeks. - Ability to successfully complete a required background check. **Benefits** - Geographically aligned compensation based on location, experience, and performance. - Performance-driven annual bonus or commission opportunities. - Annual compensation review, with additional reviews where appropriate for graduates and associates. - Distributed work environment with twice-yearly in-person team sprints. - Personal learning and development budget of USD 2,000 per year. - Recognition and performance rewards. - Annual holiday leave. - Maternity and paternity leave. - Employee Assistance Programme. - Opportunities to travel internationally and meet colleagues in different locations. - Priority Pass and travel upgrades for eligible long-haul company events. - Opportunity to build a long-term career in Linux and open source technical support. - Exposure to complex technical environments spanning cloud, desktop, server, IoT, virtualization, and open source technologies.