Job Details

Cloud Support Engineer Canonical

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

Overview

Canonical is a leading provider of open?source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, powers breakthrough initiatives in public cloud, data science, AI, engineering innovation and IoT. By working with Canonical, you will solve complex technical problems and help customers build scalable, reliable systems.

Responsibilities

• Investigate issues reported by customers by researching and escalating issues
• Work to resolve complex customer problems related to Canonical's portfolio of products
• Own support cases to meet Service Level Agreements (SLAs) and achieve high customer satisfaction
• Engage directly with customers through phone, ticketing system, and remote sessions to resolve their issues
• Participate in a regular weekend working rotation
• Contribute and maintain knowledge?base articles and ensure shared knowledge is available to customers
• Understand Ubuntu development process to set customer expectations on timelines for fixes

Qualifications

• Professional written and spoken English with excellent presentation skills
• Exceptional academic track record (high school & university) or compelling narrative about an alternative chosen path
• Undergraduate degree in a technical subject or equivalent
• Track record of exceeding expectations to achieve outstanding results
• Hands?on and extensive working experience in supporting Linux systems including, but not limited to:
  • 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 stack traces and logs and advise on next steps
  • Solid understanding of OS? and application?level bugs and when to escalation
  
  
• Programming fundamentals in any language
• Extensive customer support experience putting customer needs first; professional, emphatic, clear communication and setting expectations
• Ability to travel internationally twice a year for company events up to two weeks long

Benefits

• Distributed work environment with twice?yearly in?person team sprints
• 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 Canonical

Canonical is a pioneering tech firm leading the global shift to open source. As the company that publishes Ubuntu, one of the worlds most significant open?source projects, we pursue excellence and high standards. Most colleagues work fully from home, embracing the future of work.

Equal Opportunity

Canonical is an equal?opportunity employer. We foster a workplace free from discrimination; diversity of experience, perspective and background creates a better environment and better products. Wherever your identity lies, we give your application fair consideration.