Cloud Support Engineer

About the Job: 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 initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We are hiring a Cloud Support Engineer to support the technical needs of customers leveraging Ubuntu and open source products.

In this role, you will investigate issues reported by customers, resolve complex problems related to Canonical's product portfolio, and ensure ownership of results according to our Service Level Agreement (SLA). You will engage directly with customers through phone, ticketing systems, and remote sessions to resolve their issues. Participation in a regular weekend working rotation is required.

Work Conditions:

• This is a fully remote position.
• Ability to travel internationally twice a year for company events, lasting up to two weeks.

Language Requirements:

• Professional written and spoken English with excellent presentation skills.

Key Responsibilities:

• Troubleshoot complex cloud environment issues, Linux kernel crashes, OS configuration issues, and more.
• Contribute to knowledge base articles and maintain existing documentation.
• Understand the Ubuntu development process to properly set customer expectations.

Qualifications:

• Exceptional academic track record.
• Undergraduate degree in a technical subject or equivalent experience.
• Extensive experience in supporting Linux systems, particularly in areas such as Virtualization/Cloud, Containers, and Networking.
• Advanced troubleshooting capabilities and a solid understanding of OS and application-level bugs.
• Strong focus on customer support with the ability to communicate professionally and effectively.

What We Offer:

• Compensation based on geographical location, experience, and performance.
• Annual salary reviews and performance-driven bonuses.
• Personal learning and development budget of USD 2,000 per year.
• Annual holiday leave, maternity/paternity leave, and Employee Assistance Program.
• Opportunities for travel to meet colleagues at global company events.

Canonical is proud to foster a diverse workplace free from discrimination and encourages applicants from all backgrounds.