Cloud Support Engineer

Canonical – Cloud Support Engineer

Canonical is a leading provider of open‑source software and operating systems to the global enterprise market. Our platform, Ubuntu, is widely used in public cloud, data science, AI, engineering innovation and IoT initiatives. We are founders, profitable and growing, with 1,100+ colleagues in 75+ countries and a globally remote workforce.

We are hiring a Cloud Support Engineer to build a career and support the technical needs of customers leveraging Ubuntu and open‑source products. If you have an affinity for open‑source development and a passion for technology, you will enjoy working with some of the best people in the industry.

• Investigate issues reported by customers by researching and escalating problems.
• Work to resolve complex customer problems related to Canonical’s portfolio of products.
• Ownership of results: ensure each support case is handled according to our SLA and delivered with the highest customer satisfaction.
• Engage directly with customers and work collaboratively by phone, ticketing system and remote sessions to resolve issues.
• Participate in a regular weekend working rotation.
• Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge is available to customers.
• Understand the Ubuntu development process to set expectations correctly on timelines 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 a compelling narrative about an alternative chosen path.
• Track record of going above‑and‑beyond expectations to achieve outstanding results.
• Hands‑on and extensive experience supporting Linux systems, including virtualization, containers and storage technologies.
• Cloud computing expertise in provisioning, monitoring and orchestration.
• Advanced troubleshooting experience with Linux integration and log navigation.
• Programming fundamentals in any language.
• Extensive customer support experience with a top priority for customer needs and professional communication.
• 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.

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open‑source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company.

Canonical is an equal‑opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives and background creates a better work environment and better products. Whatever your identity, we will give your application fair consideration.