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 utilized in enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We serve a diverse range of customers, including major public cloud and silicon providers, as well as industry leaders in various sectors. As a pioneer of global distributed collaboration, Canonical employs over 1100 colleagues in more than 75 countries, with few office-based roles. Teams meet in person two to four times a year in unique locations worldwide to align on strategy and execution.
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We are hiring a Cloud Support Engineer to build a career with Canonical, supporting the technical needs of customers leveraging Ubuntu and open source products. This role involves investigating and resolving complex customer issues related to Canonical's product portfolio. You will engage directly with customers through phone, ticketing systems, and remote sessions to ensure a high level of satisfaction by meeting Service Level Agreements (SLA).
Responsibilities:
- Investigate customer-reported issues and escalate when necessary.
- Own support cases, ensuring they are handled to meet customer satisfaction.
- Work collaboratively with customers using various communication tools.
- Participate in a rotating weekend work schedule.
- Contribute to the knowledge base and maintain existing articles.
- Understand the Ubuntu development process for effective customer communication regarding timelines.
Requirements:
- Professional written and spoken English with excellent presentation skills.
- Exceptional academic track record from high school and university.
- Undergraduate degree in a technical subject or a compelling alternative narrative.
- Experience in supporting Linux systems with a focus on areas such as:
- Virtualization/Cloud (KVM or OpenStack)
- Containers (Docker, LXD/LXC, Kubernetes)
- Storage technologies (block, object, network)
- Networking (bonding, firewalling, etc.)
- Expertise in cloud computing, provisioning, monitoring, and orchestration.
- Advanced troubleshooting skills with Linux integration environments.
- Ability to analyze stack traces and logs effectively.
- Understanding of OS and application-level bugs, and when to escalate.
- Programming fundamentals in any language.
- Extensive customer support experience, prioritizing customer needs.
- Willingness to travel internationally twice a year for company events.
What We Offer:
- Competitive compensation reflecting geographical location, experience, and performance, with annual reviews to recognize outstanding performance, including performance-driven bonuses or commissions.
- A personal learning and development budget of USD 2,000 per year.
- Annual holiday leave and maternity/paternity leave.
- Employee Assistance Programme and opportunities to travel to meet colleagues.
- Priority Pass and travel upgrades for long-haul company events.
Canonical is an equal opportunity employer and values diversity in the workplace, fostering an environment free from discrimination. We welcome applications from all identities.
