Cloud Support Engineer

Overview

Join to apply for the Cloud Support Engineer role at Canonical
.

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. The company is a pioneer of global distributed collaboration with 1100+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person in locations around the world to align on strategy and execution.

The company is founder-led, profitable and growing. We are hiring a Cloud Support Engineer to 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 at Canonical.

We regularly solve interesting technical problems, from triaging complex cloud environment issues and Linux kernel crashes we''ve never seen before to OS configuration issues and root cause analysis. We provide expert-level support and satisfaction to our peer groups and customers. We are rapidly expanding and are looking for talented problem solvers with a passion for working on the next generation of Ubuntu solutions for our customers.

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

• Investigate issues reported by customers by researching and escalating issues
• Work to resolve complex customer problems related to Canonical''s portfolio of products
• Ownership of results:
  Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your 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 the 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 both high school and university
• Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path
• Track record of going above-and-beyond expectations to achieve outstanding results
• Hands-on and extensive working experience in supporting Linux systems including 3 or more of:
• 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, network file system 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 effectively 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 is key:
• 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

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, Canonical is a major open source project platform for AI, IoT and the cloud. We recruit on a global basis and set high standards for people joining the company. We expect excellence and strive to be the best at what we do.

Most colleagues at Canonical have worked from home since its inception in 2004. Working here challenges you to think differently, work smarter, learn new skills, and raise your game.

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

• Entry level

• Full-time

• Information Technology
• Industries

Referrals…