About the Job:
Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is extensively used in innovative initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We support renowned public cloud and silicon providers and industry leaders across various sectors.
We are currently seeking a Cloud Support Engineer to join our team and assist customers with their technical needs related to Ubuntu and other open-source products. This role involves investigating issues reported by customers, resolving complex problems, and ensuring high levels of customer satisfaction.
Key Responsibilities:
- Investigate and address customer-reported issues, escalating where necessary.
- Resolve complex problems related to Canonical's product portfolio.
- Own and manage support cases in accordance with Service Level Agreements (SLAs).
- Engage with customers through various channels to ensure issues are effectively resolved.
- Participate in a regular weekend working rotation.
- Contribute to the creation and maintenance of knowledge base articles.
What We Are Looking For:
- Professional written and spoken English with excellent presentation skills.
- Exceptional academic track record with a technical undergraduate degree or relevant experience.
- Strong experience supporting Linux systems, particularly in areas such as:
- Virtualization/Cloud (KVM or OpenStack).
- Containers (Docker, LXD/LXC, or Kubernetes).
- Storage technologies.
- Networking (including advanced troubleshooting).
- Programming fundamentals in any language.
- Extensive experience in customer support with a focus on priority management and communication.
Work Conditions:
- Ability to travel internationally twice a year for company events up to two weeks long.
- Remote work environment with biannual team sprints.
What We Offer:
- Competitive compensation based on geographical location, experience, and performance.
- Annual compensation review and performance-driven bonuses.
- Personal learning and development budget of USD 2,000 per year.
- Other benefits including annual leave, maternity/paternity leave, and employee assistance programs.
Language Requirements:
- Professional proficiency in English required.
About Canonical:
Canonical is a pioneering tech firm in the global move towards open-source software, publishing Ubuntu, a key platform in AI, IoT, and the cloud sector. We promote a diverse and inclusive workplace, offering fair consideration for applicants from all backgrounds.
