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 across public cloud, data science, AI, engineering innovation and IoT. The company is founder led, profitable and growing, with 1100+ colleagues in 75+ countries and mostly remote roles.
Location: This is a globally remote role, unless specified otherwise.
Responsibilities
* Investigate issues reported by customers by researching and escalating issues
* Work to resolve complex customer problems related to Canonical's portfolio of products
* Own the results of each support case, ensuring delivery according to the SLA and achieving high customer satisfaction by setting the right expectations and fulfilling commitments
* Engage directly with customers and collaborate via 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 to share knowledge and lessons learned
* Understand Ubuntu development process to set customer expectations on timelines for a fix
What we are looking for in you
* Professional written and spoken English with excellent presentation skills
* Strong academic record from high school and university
* Undergraduate degree in a technical subject or a compelling alternative narrative
* Track record of going above and beyond to achieve outstanding results
* Hands-on experience supporting Linux systems with 3+ of the following:
o Virtualization / Cloud using KVM or OpenStack
o Containers with Docker, LXD/LXC, or Kubernetes
o Storage technologies (block, object, network)
o Networking (bonding, firewalling, bridging, MTU, etc.)
* Cloud computing experience in provisioning, monitoring, orchestration, etc.
* Advanced troubleshooting skills: Linux integration with authentication/directory services and other environments, ability to navigate stack traces and logs, and escalation when needed
* Programming fundamentals in any language
* Extensive customer support experience with the ability to prioritise customer needs and set clear expectations
* Ability to travel internationally up to two weeks per year for company events
What we offer
* Distributed work environment with twice-yearly team sprints in person
* Personal learning and development budget of USD 2,000 per year
* Annual compensation review and performance-driven bonus or other incentives
* Comprehensive benefits aligned with local needs and global fairness
About Canonical
Canonical is a pioneering tech firm at the forefront of the global move to open source and the publisher of Ubuntu. We recruit on a global basis and set a high standard for people joining the company. Most colleagues have worked from home since 2004.
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.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Information Technology
* Industries: Software Development
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