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 breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We support a diverse customer base, including the world's leading public cloud and silicon providers, and industry leaders across various sectors.
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We are hiring a Cloud Support Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. This position requires a passion for technology and open source development, as you will work alongside some of the best professionals in the industry.
In this role, you will:
- Investigate issues reported by customers through research and escalation.
- Resolve complex customer problems related to Canonical's product portfolio.
- Ensure that each support case you handle meets our Service Level Agreement (SLA) and delivers high customer satisfaction.
- Engage with customers through various channels, including phone, ticketing systems, and remote sessions.
- Participate in a regular weekend working rotation.
- Contribute to and maintain knowledge base articles for customer access.
- Understand the Ubuntu development process to provide accurate expectations for issue resolution timelines.
What We Are Looking For:
- Professional written and spoken English with excellent presentation skills.
- Exceptional academic background with an undergraduate degree in a technical subject, or a compelling alternative.
- Proven track record of exceeding expectations to achieve outstanding results.
- Hands-on experience supporting Linux systems, including expertise in:
- Virtualization/Cloud (KVM, OpenStack)
- Containers (Docker, LXD/LXC, Kubernetes)
- Storage technologies (block, object, network)
- Networking (bonding, firewalling, etc.)
- Cloud computing (provisioning, monitoring, orchestration)
- Advanced troubleshooting experience, particularly with Linux and integration with other environments.
- Ability to navigate stack traces and logs effectively.
- Strong customer support experience with a focus on prioritizing customer needs and clear communication.
- Willingness to travel internationally twice a year for up to two weeks for company events.
Language Requirements:
- Professional proficiency in English (written and spoken).
What We Offer:
- Competitive compensation shaped by geographical location, experience, and performance, with annual reviews.
- Performance-driven annual bonuses or commissions.
- A personal learning and development budget of USD 2,000 per year.
- Annual holiday leave and maternity/paternity leave.
- Employee Assistance Program and recognition rewards.
- Opportunity to travel to various locations for team sprints and events.
Join Canonical as we drive the future of open source technology and help our customers realize the potential of Ubuntu.
