Cloud Support Engineer

Join to apply for the Cloud Support Engineer role at Canonical and help our customers strengthen their technology stack.

Canonical is a leading provider of open source software and operating systems that enable enterprises to adopt public cloud, data science, AI, engineering innovation, and IoT. Our flagship platform, Ubuntu, is used worldwide by leading public‑cloud and silicon providers and by industry leaders across sectors.

Location: This is a globally remote role, unless specified otherwise.

• Investigate issues reported by customers by researching and escalating them.
• Work to resolve complex customer problems related to Canonical’s portfolio of products.
• Ensure that each support case is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.
• Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions.
• Participate in a regular weekend working rotation.
• Contribute new knowledge‑base articles and maintain existing ones.
• Understand the Ubuntu development process to set accurate timelines for fixes.

• 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 path.
• Track record of exceeding expectations to achieve outstanding results.
• Hands‑on experience supporting Linux systems, including at least three of the following:
  • Virtualization / Cloud – primarily using KVM or Open Stack.
  • Containers – especially with 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 with Linux integration, stack traces, logs and escalation.
• Programming fundamentals in any language.
• Extensive customer‑support experience with a focus on clear communication and expectation management.
• Ability to travel internationally twice a year for company events up to two weeks long.

• Distributed work environment with twice‑yearly in‑person team sprints.
• 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.
• 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 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.