Cloud Support Engineer

Overview

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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. Our customers include the world's leading public cloud and silicon providers, and industry leaders across many sectors.

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

We are hiring a Cloud Support Engineer to build a career with Canonical 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 at Canonical.

• 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 each support case owned is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling 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 Ubuntu development process to set customer expectations correctly on a 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 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:
• 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 elevate 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 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.