About the Job: Canonical is a leading provider of open source software and operating systems for the global enterprise and technology markets. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We are hiring a Cloud Support Engineer to build a career with us and support customers leveraging Ubuntu and open source products. This role involves solving complex technical problems, including troubleshooting Cloud environments, Linux kernel crashes, OS configuration issues, and root cause analysis.
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Key Responsibilities:
- Investigate issues reported by customers through research and escalation.
- Resolve complex customer problems related to Canonical's portfolio of products.
- Ensure each support case is handled according to our Service Level Agreement (SLA) and customer satisfaction standards.
- Engage directly with customers via phone, ticketing systems, and remote sessions.
- Participate in a weekend working rotation.
- Contribute to and maintain knowledge base articles for customer assistance.
- Understand the Ubuntu development process to provide accurate expectations for fix timelines.
Qualifications:
- Professional written and spoken English with excellent presentation skills.
- Exceptional academic record from high school and university.
- Undergraduate degree in a technical field or a compelling career narrative.
- Hands-on experience supporting Linux systems, encompassing:
- Virtualization/Cloud technologies (KVM, OpenStack).
- Containers (Docker, LXD/LXC, Kubernetes).
- Storage technologies (block, object, network).
- Networking (bonding, firewalling, tuning, etc.).
- Cloud computing expertise (provisioning, monitoring).
- Advanced troubleshooting experience in Linux integration with various environments.
- Ability to effectively navigate stack traces and logs.
- Solid understanding of OS and application level bugs.
- Fundamentals of programming in any language.
- Extensive customer support experience, prioritizing customer needs.
Work Conditions:
- Remote position with occasional international travel for company events (up to twice a year).
- Participation in a regular weekend working rotation.
Language Requirements:
- Professional written and spoken English is required.
What We Offer:
- Competitive compensation that considers geographical location, experience, and performance.
- Performance-driven annual bonus or commission.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation reviews and recognition rewards.
- Annual holiday leave, maternity and paternity leave.
- Employee Assistance Programme.
- Opportunity for travel and team-building events.
About Canonical:
Canonical is at the forefront of the global move to open source, publishing Ubuntu and leading in AI, IoT, and cloud technology. We value diversity of experience and perspectives, fostering a workplace free from discrimination and ensuring fair consideration for all applications.
