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 various enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Serving the world’s leading public cloud and silicon providers, Canonical exemplifies global distributed collaboration with over 1100 colleagues in 75+ countries and minimal office-based roles. Teams meet two to four times per year in diverse locations worldwide to align on strategy and execution.
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We are seeking a Cloud Support Engineer to support our customers' technical needs as they leverage Ubuntu and other open source products. If you have an affinity for open source development and a passion for technology, you will thrive in our innovative environment.
Key Responsibilities:
- Investigate and resolve issues reported by customers relating to Canonical's product portfolio.
- Ensure high satisfaction by managing support cases per our Service Level Agreement (SLA) and fulfilling commitments.
- Engage with customers through phone, ticketing systems, and remote sessions.
- Participate in a regular weekend working rotation.
- Contribute to and maintain knowledge base articles to enhance shared knowledge and customer resources.
- Understand the Ubuntu development process to manage customer expectations on timelines for fixes.
What We Are Looking For:
- Professional written and spoken English with excellent presentation skills.
- Exceptional academic track record (high school and university).
- Undergraduate degree in a technical field or a compelling narrative of your chosen path.
- Hands-on experience in supporting Linux systems, particularly in areas like virtualization/cloud (KVM, OpenStack), containers (Docker, LXD/LXC, Kubernetes), storage technologies, networking, and cloud computing.
- Strong troubleshooting experience and the ability to navigate logs and stack traces.
- Extensive customer support experience with a focus on prioritizing customer needs.
- Ability to travel internationally up to two times a year for company events lasting up to two weeks.
Work Conditions:
- This is a globally remote role.
- Opportunity to participate in two in-person team sprints each year.
Language Requirements:
- Professional proficiency in written and spoken English.
What We Offer:
- Annual compensation reviews and performance bonuses.
- A personal learning and development budget of USD 2,000 per year.
- Additional benefits reflecting our values, including recognition rewards, annual holiday leave, maternity/paternity leave, and employee assistance programs.
- Opportunities for travel to new locations to engage with colleagues.
Canonical is proud to be an equal opportunity employer, fostering a workplace free from discrimination and valuing diversity. We encourage applications from all individuals and will give fair consideration regardless of identity.
