Canonical is a leading provider of open source software and operating systems to global enterprise and technology markets. The company is renowned for Ubuntu, its highly-utilized platform in initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Canonical serves top public cloud and silicon providers among others, fostering a distributed team of over 1100 colleagues across 75+ countries.
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We are seeking a Cloud Support Engineer to support the technical needs of customers using Ubuntu and our open source products. This role involves solving complex problems, resolving customer issues related to Canonical's offerings, and ensuring high customer satisfaction.
Key responsibilities include:
- Investigating and resolving customer-reported issues.
- Maintaining ownership of support cases and meeting Service Level Agreement (SLA) expectations.
- Collaborating with customers via phone, ticketing systems, and remote sessions.
- Contributing to and maintaining knowledge base articles.
Requirements:
- Professional written and spoken English; excellent presentation skills.
- Exceptional academic background with an undergraduate degree in a technical subject or demonstrated alternative experience.
- Proven track record in exceeding expectations and achieving results.
- Hands-on experience supporting Linux systems, particularly with technologies such as:
- Virtualization / Cloud (KVM, OpenStack)
- Containers (Docker, LXD/LXC, Kubernetes)
- Storage technologies and networking.
- Advanced troubleshooting and debugging skills, with a solid understanding of OS and application level issues.
- Strong customer support experience, with a focus on professional and empathetic communication.
What We Offer:
- Competitive compensation based on location, experience, and performance.
- Performance-driven annual bonus or commission.
- Personal learning and development budget of $2,000 per year.
- Annual compensation reviews and recognition rewards.
- Maternity and paternity leave, and access to an Employee Assistance Programme.
- Opportunities for travel to new locations for company events.
Canonical is committed to diversity and inclusion, ensuring a workplace free from discrimination, and we welcome applications from all individuals.
Location: Jiddah, Makkah, Saudi Arabia (Remote)
Work Conditions: Full-time, globally remote role with a weekend working rotation; ability to travel internationally twice a year for company events.
