Cloud Support Associate Engineer

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 including public cloud, data science, AI, engineering innovation, and IoT. We are hiring a Cloud Support Associate Engineer to support the technical needs of customers leveraging Ubuntu and open source products.

This position requires a hands-on engineer with a passion for Linux and cloud technologies. The role involves solving interesting technical problems, ranging from triaging complex cloud environment issues to OS configuration and root cause analysis. You will own and manage your support cases, ensuring outstanding technical support across the full cloud technical stack at Canonical.

Key Responsibilities:

• Work from your remote home office providing technical support for employees.
• Own new cases via telephone, email, and web, serving as an internal customer advocate.
• Ensure all support cases meet the expectations outlined in our Service Level Agreement (SLA).
• Contribute to knowledge base articles and maintain shared knowledge for customers.
• Prioritize tasks effectively to meet the most important deadlines.

Qualifications:

• Bachelor’s degree in a technical field (Computer Science, MIS, Electrical Engineering, etc.).
• Experience in Linux troubleshooting and server administration.
• Strong knowledge of cloud computing concepts and experience with virtualization or cloud technologies.
• Programming fundamentals in languages such as bash, Perl, Ruby, or C/C++.
• Ability to learn quickly and thrive in a customer-facing role.

Nice-to-Have Skills:

• Experience supporting virtualized environments (like KVM, VMware).
• Active contribution to open-source projects or forums.

Benefits:

• Distributed work environment with team meet-ups twice a year.
• Personal learning and development budget of USD 2,000 per year.
• Annual compensation review and performance-driven bonuses.
• Annual leave, maternity, and paternity leave.
• Employee Assistance Programme and opportunities for travel to meet colleagues.