Canonical is a leading provider of open source software, particularly known for its Ubuntu operating system, which is widely used in various enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We are seeking a Cloud Support Associate Engineer who is eager to learn and has a passion for Linux and cloud technologies. This role presents an opportunity to work with professionals in the industry while solving complex technical problems, providing expert-level support for our customers.
As a Cloud Support Associate Engineer, you will handle a wide range of technical issues including Linux kernel crashes, OS configuration problems, and root cause analysis. You will be accountable for delivering an outstanding technical support experience on the entire cloud technical stack at Canonical. Your responsibilities will include:
- Taking ownership of new cases via telephone, email, and web
- Advocating for internal customers and keeping them updated
- Handling support cases in accordance with our Service Level Agreement (SLA)
- Contributing to and maintaining knowledge base articles
- Drafting technical notices for both internal and external communication
- Prioritizing tasks effectively
- Continuously learning as products and services evolve
- Maintaining communication with the team, ensuring knowledge exchange
- Identifying and suggesting service improvement opportunities
- Participating in a regular weekend working rotation
Requirements:
- Bachelor's degree or equivalent in a technical field (Computer Science, MIS, Electrical Engineering, etc.)
- Experience with Linux troubleshooting and server administration
- Strong knowledge of cloud computing concepts
- Basic hands-on experience with virtualization, containers, storage technologies, and networking
- Familiarity with programming fundamentals in any language (bash, Perl, Ruby, JavaScript, C/C++, Go)
- Strong written and verbal communication skills in English
- Ability to learn quickly and handle customer-facing pressure
Work Conditions:
- This role is fully remote, requiring work from your home office.
- You will be part of a global team with a distributed work environment.
- Participation in team sprints held twice a year in person is expected.
Benefits:
- Performance-driven annual bonus or commission
- Personal learning and development budget of USD 2,000 per year
- Annual compensation review and recognition rewards
- Annual holiday leave, maternity and paternity leave
- Employee Assistance Programme
- Opportunities for travel to meet colleagues
Canonical is an equal opportunity employer. We pride ourselves on fostering a diverse and inclusive workplace. We encourage applicants from all backgrounds and identities.
