Software Engineer - L3 Support

The Software Engineer - L3 Support at Canonical will tackle complex issues related to Ubuntu, Ceph, OpenStack, and Kubernetes, providing critical support to our global customers. You're responsible for developing bug fixes, collaborating with field and product engineering teams, reviewing code from fellow engineers, and actively participating in upstream communities. You’ll prioritize your workload effectively to ensure timely resolutions, all while maintaining clear and concise communications.

To be considered for the Software Engineer - L3 Support role at Canonical, you should have a strong academic background in Computer Science or a related field. Experience with Linux and open source software is essential, along with proficiency in languages such as Python, Go, C, or C++. We’re looking for candidates who are not only technically skilled but also possess a passion for troubleshooting and the willingness to learn new technologies.

Yes, the Software Engineer - L3 Support position at Canonical is entirely remote, allowing you to work from anywhere in the Asia Pacific region. Canonical has embraced a remote-first culture since its inception, which means you will be part of a globally distributed team, communicating and collaborating with colleagues from various locations.

In addition to technical expertise, key soft skills for a Software Engineer - L3 Support at Canonical include excellent communication, curiosity, flexibility, and accountability. Being able to articulate complex technical issues clearly, showing a passion for learning, and working collaboratively with a diverse team are crucial for success in this role.

Canonical is committed to your growth. As a Software Engineer - L3 Support, you'll receive a personal learning and development budget of USD 2,000 annually, access to annual compensation reviews, and opportunities to participate in team sprints and meetups around the world. Canonical encourages continuous learning and offers employees a pathway to explore new technologies and advance their careers.

When answering this question, consider discussing the specific open source projects you’ve contributed to or used. Highlight your familiarity with technologies like Ubuntu, Kubernetes, or Ceph. Discuss how your experience shaped your understanding of open source culture and collaboration.

Explain your approach to prioritizing tasks based on urgency and impact. You might mention using tools like Kanban or to-do lists, or explain how you stay organized and communicate priorities with your team regarding customer issues.

Outline a clear, systematic approach to troubleshooting. Start by gathering information, replicating the issue, and analyzing logs or metrics before implementing a solution. This demonstrates your analytical skills and methodical thinking.

Yes! It’s important to demonstrate your versatility. Talk about your experience with Python, Go, C, or C++ in Linux environments. Share specific projects where you utilized these languages and express your willingness to learn new languages as needed.

Share a specific example emphasizing the communication tools you used, the challenges faced, and how you successfully worked through them. Highlight your ability to adapt your communication style for effective collaboration with global teams.

Discuss the importance of contributing bug fixes back to upstream projects. Explain how it enhances the software's quality and community engagement. If possible, share your experiences with upstream contributions and the impact they had.

Explain that clear communication involves actively listening to the client’s concerns, providing regular updates, and ensuring that technical jargon is minimized or explained in layman's terms. Discuss your experience in establishing rapport with clients.

Share your genuine interest in open source software and Canonical’s core mission. Discuss the ways you align with the company’s values and aspirations, and what excites you about the work and team culture.

Mention your favorite resources like tech blogs, webinars, online courses, or attending industry conferences. Highlight your commitment to lifelong learning, especially in open source technologies.

Talk about the complexity of balancing technical problem-solving with customer satisfaction. Discuss how you maintain composure under pressure and work enthusiastically to resolve customer inquiries efficiently.