Cloud Support Engineer

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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. We work with the world's leading public cloud and silicon providers as well as industry leaders across many sectors. The company is founded by a team of early pioneers, is profitable, and is growing worldwide with more than 1,100 colleagues in over 75 countries.

Remote work is the norm, with occasional in‑person sprints and team events.

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

• Investigate issues reported by customers by researching and escalating to the appropriate teams.
• Work to resolve complex customer problems related to Canonical’s portfolio of products.
• Own support cases, ensuring they are handled according to the Service Level Agreement (SLA) and achieving the highest possible customer satisfaction.
• Engage directly with customers and work collaboratively via phone, ticketing system, and remote sessions to resolve their issues.
• Participate in a regular weekend working rotation.
• Contribute to new knowledge‑base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
• Understand Ubuntu’s development process to set realistic expectations for customers concerning timelines for fixes.

• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record.
• Undergraduate degree in a technical subject, or a compelling narrative that demonstrates equivalent experience.
• Track record of going above and beyond expectations to achieve outstanding results.
• Hands‑on and extensive working experience in supporting Linux systems, including at least 3 of the following: virtualization/cloud (KVM or Open Stack), containers (Docker, LXD/LXC, or Kubernetes), storage technologies (block, object, network), and networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.).
• Cloud computing expertise in provisioning, monitoring, orchestration, and related tasks.
• Advanced troubleshooting experience, including:
  • Linux integration with other environments (authentication/directory services, network file systems, etc.).
  • Ability to navigate stack traces and logs to advise on next steps.
  • Solid understanding of OS and application‑level bugs and when to appropriately escalations.
• Programming fundamentals in any language.
• Extensive customer‑support experience, with a focus on prioritising customer needs and communicating professionally and clearly.
• Ability to travel internationally twice a year for company events that can last up to two weeks.

• Distributed work environment with bi‑annual 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 a pioneering tech firm at the forefront of the global shift to open source. As the publisher of Ubuntu—the most important open‑source project and platform for AI, IoT, and the cloud—Canonical changes the world of software. We recruit on a global basis and set high standards for people who join the company. Most Canonical colleagues work from home, challenging them to think differently, work smarter, learn new skills, and raise their game.

Canonical is an equal opportunity employer committed to fostering a workplace free from discrimination. We believe diversity of experience, perspective, and background creates better products and a better work environment. Whatever your identity, we will give your application fair consideration.