Cloud Support Engineer

OverviewCanonical 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 enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world''s leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution. The company is founder-led, profitable and growing.

This globally remote role requires a Cloud Support Engineer to support customers leveraging Ubuntu and open source products. If you have an affinity for open source development and a passion for technology, then you will enjoy working with some of the best people in the industry at Canonical.

Location: This is a globally remote role, unless specified otherwise.

Role entails

Investigate issues reported by customers by researching and escalating issues

Work to resolve complex customer problems related to Canonical''s portfolio of products

Ownership of results: Ensure that each support case owned by you is handled according to our SLA with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments

Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues

Participate in a regular weekend working rotation

Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers

Understand the Ubuntu development process to set customer expectations correctly on timeline for a fix

What we''re looking for

Professional written and spoken English with excellent presentation skills

Exceptional academic track record from both high school and university

Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path

Track record of going above-and-beyond expectations to achieve outstanding results

Hands-on and extensive working experience in supporting Linux systems including 3 or more of:

Virtualization / Cloud — primarily using KVM or OpenStack

Containers — especially with Docker, LXD/LXC, or Kubernetes

Storage technologies — block, object and network

Networking — bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.

Cloud computing expertise in provisioning, monitoring, orchestration, etc

Advanced troubleshooting experience:

Linux integration with other environments (authentication/directory services, network file systems, etc.)

Ability to navigate effectively stack traces and logs, and advise on next steps

Solid understanding of OS and Application level bugs and when to escalate to the correct team

Programming fundamentals in any language

Extensive Customer support experience is key:

Customer needs are top priority

Communicate professionally, emphatically, clearly and set the right expectations

Ability to travel internationally twice a year for company events up to two weeks long

Benefits

Distributed work environment with twice-yearly team sprints in person

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

Opportunity to travel to new locations to meet colleagues

Priority Pass and travel upgrades for long-haul company events

About CanonicalCanonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Equal opportunityCanonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

Job details

Seniority level: Entry level

Employment type: Full-time

Job function: Information Technology

Industries: Software ..... full job details .....