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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, and related technologies, while ensuring high customer satisfaction and contributing to knowledge sharing.
Key Responsibilities
- Investigate and research customer-reported issues related to Canonical's products
- Resolve complex customer problems involving Ubuntu and open source technologies
- Manage support cases to meet Service Level Agreements and ensure high customer satisfaction
- Engage with customers via phone, ticketing system, and remote sessions to troubleshoot and resolve issues
- Contribute to and maintain knowledge base articles for shared learning and support efficiency
- Understand Ubuntu development processes to set accurate customer expectations on timelines
- Escalate issues appropriately based on troubleshooting insights and logs
- Participate in a weekend support rotation to provide ongoing customer assistance
Requirements
- Support the technical needs of customers leveraging Ubuntu and open source products by investigating issues reported by customers, researching, escalating issues, and working to resolve complex customer problems related to Canonical s portfolio of products.
- Handle each support case according to the company's Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling commitments.
- Engage directly with customers and work collaboratively via phone, ticketing system, and remote sessions to resolve their issues.
- Participate in a regular weekend working rotation.
- Contribute to and maintain knowledge base articles, ensuring shared knowledge and lessons learned are available to customers.
- Understand the Ubuntu development process to be able to set customer expectations correctly on the timeline for a fix.
- Possess professional written and spoken English with excellent presentation skills.
- Have an exceptional academic track record from both high school and university.
- Hold an undergraduate degree in a technical subject or demonstrate a compelling narrative about an alternative chosen path.
- Have a track record of going above-and-beyond expectations to achieve outstanding results.
- Have hands-on and extensive working experience in supporting Linux systems including supporting three or more of the following: 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 (provisioning, monitoring, orchestration, etc.), Linux integration with other environments such as authentication directory services and network file systems.
- Be able to navigate effectively through stack traces and logs, and advise on next steps.
- Have a solid understanding of OS and application-level bugs and know when to escalate to the correct team.
- Possess programming fundamentals in any language.
- Have extensive customer support experience, with a focus on prioritizing customer needs, communicating professionally, emphatically, clearly, and setting the right expectations.
- Be willing and able to travel internationally twice a year for company events, each up to two weeks long.
Benefits & Perks
Compensation is based on 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
Travel upgrades and Priority Pass for long haul travel
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