Cloud Support Engineer

Join Canonical as a Cloud Support Engineer to help customers adopt the Ubuntu platform across cloud, AI, and IoT environments.

Canonical is a leading provider of open‑source software and operating systems, supporting global enterprises and leading public‑cloud and silicon partners. The company is founder‑led, profitable, and growing with 1,100+ colleagues in 75+ countries, most working remotely.

The role is globally remote and involves triaging complex cloud‑environment and Linux‑kernel issues, collaborating with customers via phone, ticketing, and remote sessions, and contributing to the public knowledge base.

• Investigate customer‑reported issues and research or escalatethey as needed.
• Resolve complex problems related to Canonical’s portfolio of products while meeting the Service Level Agreement.
• 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 ones.
• Understand the Ubuntu development process to set realistic customer timelines for fixes.

• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record from high school and university, or a compelling narrative for alternative paths.
• Undergraduate degree in a technical subject (or equivalent).
• Experience supporting Linux systems with at least three of: virtualization/cloud (KVM or Open Stack), containers (Docker/LXD/LXC/Kubernetes), storage technologies, networking.
• Cloud‑computing expertise in provisioning, monitoring, orchestration, etc.
• Advanced troubleshooting experience including:
  Linux integration with other environments, navigating stack traces and logs, and escalation of OS/application bugs.
• Programming fundamentals in any language.
• Extensive customer‑support experience; a focus on customer needs, professional communication, and expectation management.
• Ability to travel internationally twice a year for up to two weeks.

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

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the publisher of Ubuntu, Canonical is shaping the future of software for AI, IoT, and the cloud. The company recruits globally, sets high standards for its people, and operates with a culture of excellence.

Canonical is an equal‑opportunity employer. We foster a workplace free from discrimination and are committed to diversity and inclusion. Whatever your identity, we will give your application fair consideration.