Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. We are seeking a Cloud Support Engineer to join our team and support the technical needs of customers leveraging Ubuntu and open source products. This role is ideal for individuals with an affinity for open source development and a passion for technology.
In this position, you will solve technical problems, triaging complex cloud environment issues, addressing Linux kernel crashes, and resolving OS configuration issues. Your goal will be to provide expert-level support and ensure high customer satisfaction. As a Cloud Support Engineer, you will work with a globally distributed team, addressing customer inquiries through various communication channels.
Key Responsibilities:
- Investigate customer-reported issues and escalate when necessary.
- Resolve complex problems related to Canonical's product portfolio.
- Ensure support cases are managed according to service level agreements (SLA).
- Engage with customers through phone, ticketing systems, and remote sessions.
- Participate in a regular weekend working rotation.
- Contribute new knowledge base articles and maintain existing ones.
- Gain an understanding of the Ubuntu development process to set expectations for fixes.
Requirements:
- Professional written and spoken English with excellent presentation skills.
- Strong academic background with an undergraduate degree in a technical subject or a compelling alternative narrative.
- Extensive experience supporting Linux systems, particularly in:
- Virtualization / Cloud (primarily KVM or OpenStack)
- Containers (Docker, LXD/LXC, Kubernetes)
- Storage technologies (block, object, and network)
- Networking (bonding, firewalling, etc.)
- Advanced troubleshooting experience with Linux integration and related environments.
- Ability to navigate stack traces and logs and provide actionable advice.
- Experience in customer support and a customer-first mindset.
- Availability to travel internationally twice a year for company events (up to 2 weeks).
Work Conditions:
- This is a full-time, fully remote position.
- Participation in company events may require occasional travel.
What We Offer:
- Competitive compensation that reflects experience and performance, with an annual review.
- Performance-driven annual bonus or commission.
- Personal learning and development budget of USD 2,000 per year.
- Annual holiday leave, maternity and paternity leave.
- Employee Assistance Programme.
- Opportunities to travel and meet colleagues globally.
Canonical is an equal opportunity employer, committed to providing a workplace free from discrimination and fostering a diverse environment. We welcome applications from all qualified individuals.
