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Job Description
A Cloud Support Engineer at Canonical provides technical support for customers using Ubuntu and open source products, troubleshooting complex issues related to cloud environments, Linux systems, containers, storage, and networking, while ensuring high customer satisfaction and contributing to knowledge sharing.
Key Responsibilities
- Investigate and troubleshoot customer-reported issues related to Canonical's products.
- Resolve complex technical problems involving Ubuntu, cloud environments, and Linux systems.
- Manage support cases to meet Service Level Agreements (SLAs) and ensure high customer satisfaction.
- Engage directly with customers through various communication channels to resolve issues.
- Contribute to and maintain knowledge base articles for shared technical knowledge.
- Understand Ubuntu development processes to set accurate customer expectations on issue resolution timelines.
Requirements
- 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 the following areas: Virtualization (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 in Linux integration with other environments such as 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
- Ability to communicate professionally, emphatically, clearly, and set the right expectations
- Willingness and ability to travel internationally twice a year for company events, up to two weeks long
Benefits & Perks
Compensation is based on geographical location, experience, and performance, with annual reviews and recognition rewards
Performance-driven annual bonus or commission
Distributed work environment with remote work and in-person team sprints twice a year
Personal learning and development budget of USD 2,000 per year
Annual compensation review
Annual holiday leave
Maternity and paternity leave
Employee Assistance Programme
Opportunity to travel internationally twice a year for company events, up to two weeks long
Recognition rewards
Travel upgrades and Priority Pass for long haul company events
Ready to Apply?
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