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 support the technical needs of customers using Ubuntu and open source products, providing expert-level support and satisfaction.
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As a Cloud Support Engineer, you will investigate customer-reported issues, resolve complex problems related to Canonical's portfolio, and ensure customer satisfaction in accordance with our Service Level Agreements (SLA). Collaboration with customers will occur via phone, ticketing systems, and remote sessions. You will also contribute to knowledge base articles and maintain existing resources to ensure shared knowledge is available to customers.
Location: Jiddah, Makkah, Saudi Arabia (Remote)
Work Conditions: Full-time, Remote, with participation in a regular weekend working rotation. Ability to travel internationally twice a year for company events (up to two weeks long).
Key Responsibilities:
- Investigate and escalate customer-reported issues.
- Resolve complex problems related to Canonical's products.
- Ensure high customer satisfaction and set the right expectations.
- Collaborate with customers to resolve their issues effectively.
- Contribute to knowledge base articles.
- Understand the Ubuntu development process to manage customer expectations on timelines for fixes.
Language Requirements:
- Professional written and spoken English with excellent presentation skills.
What We Are Looking For:
- Exceptional academic track record from high school and university, or a compelling narrative about your alternative path.
- Undergraduate degree in a technical subject.
- Hands-on experience supporting Linux systems, including expertise in:
- Virtualization/Cloud (primarily using KVM or OpenStack)
- Containers (Docker, LXD/LXC, Kubernetes)
- Storage technologies (block, object, and network)
- Networking configurations
- Advanced troubleshooting experience and solid understanding of OS and application-level bugs.
- Customer support experience with a focus on prioritizing customer needs.
- Programming fundamentals in any language.
What We Offer Colleagues:
- Competitive compensation with annual reviews and performance-driven bonuses.
- Distributed work environment with biannual team events.
- Personal learning and development budget of USD 2,000 per year.
- Recognition rewards and annual holiday leave.
- Maternity and paternity leave as well as Employee Assistance Programme.
- Opportunity to travel for team events and priority travel pass upgrades.
Canonical is an equal opportunity employer, valuing diversity of experience, perspectives, and background to create a better work environment and better products.
