Cloud Support Engineer

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. The company is founder‑led, profitable and growing. We are hiring a Cloud Support Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products.

• Investigate issues reported by customers by researching and escalating issues
• Work to resolve complex customer problems related to Canonical’s portfolio of products
• Own results:
  Ensure that each support case is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling commitments
• Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues
• Participate in a regular weekend working rotation
• Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers
• Understand Ubuntu development process to set customer expectations correctly on timeline for a fix

• Professional written and spoken English with excellent presentation skills
• Exceptional academic track record from high school and university
• Undergraduate degree in a technical subject or compelling narrative about an alternative path
• Track record of going above‑and‑beyond expectations to achieve outstanding results
• Hands‑on and extensive experience supporting Linux systems, including at least 3 of the following:
• Virtualization / Cloud – primarily using KVM or Open Stack
• Containers – especially Docker, LXD/LXC, or Kubernetes
• Storage technologies – block, object and network
• Networking – bonding, firewalling, bridging, switching, NFS tuning, MTU issues, etc.
• Cloud computing expertise in provisioning, monitoring, orchestration, etc.
• Advanced troubleshooting experience:
• Linux integration with other environments (authentication/directory services, network file systems, etc.)
• Ability to navigate stack traces and logs, and advise on next steps
• Solid understanding of OS and application level bugs and when to escalate to the correct team
• Programming fundamentals in any language
• Extensive customer support experience:
• Customer needs are top priority
• Communicate professionally, emphatically, clearly and set the right expectations
• Ability to travel internationally twice a year for company events up to two weeks long

• Distributed work environment with twice‑yearly team sprints in person
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Employee Assistance Programme
• Opportunity to travel to new locations to meet colleagues
• Priority Pass and travel upgrades for long‑haul company events

• Entry level

• Full‑time

• Information Technology
• Software Development

Canonical is an equal opportunity employer. We foster a workplace free from discrimination and value diversity of experience, perspectives, and background.