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 initiatives such as public cloud, data science, AI, engineering innovation, and IoT. We serve customers that include the world's leading public cloud and silicon providers.
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We are hiring a Cloud Support Engineer to support the technical needs of customers leveraging Ubuntu and open source products. This role is ideal for candidates with an affinity for open source development and a passion for technology. You will engage in solving interesting technical problems, including triaging complex cloud environment issues, Linux kernel crashes, OS configuration issues, and root cause analysis.
Responsibilities:
- Investigate customer-reported issues and escalate as necessary.
- Resolve complex problems related to Canonical's product portfolio.
- Take ownership of support cases, ensuring they are handled according to our Service Level Agreement (SLA).
- Engage directly with customers through phone, ticketing systems, and remote sessions.
- Participate in a regular weekend working rotation.
- Contribute to and maintain knowledge base articles.
- Understand Ubuntu development processes to set accurate customer expectations on timelines for fixes.
Key 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 strong alternative narrative.
- Hands-on experience supporting Linux systems with proficiency in areas such as virtualization, containers, storage technologies, and networking.
- Advanced troubleshooting skills in Linux integration with other environments.
- Programming fundamentals in any language.
- Extensive customer support experience with an emphasis on communication and expectation-setting.
- Ability to travel internationally twice a year for company events lasting up to two weeks.
Compensation and Benefits:
- Competitive compensation based on geographical location, experience, and performance.
- Performance-driven annual bonus or commission.
- Personal learning and development budget of USD 2,000 per year.
- Annual compensation review.
- Recognition rewards.
- Annual holiday leave.
- Maternity and paternity leave.
- Employee Assistance Programme.
- Opportunities to travel for company events.
- Priority Pass and travel upgrades for long-haul events.
Canonical is an equal opportunity employer, committed to fostering a diverse workplace. All applications are treated fairly regardless of identity or background.
