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Job Description
A Cloud Support Engineer at Canonical is responsible for investigating and resolving complex customer issues related to Ubuntu and open source products, providing expert technical support, troubleshooting, and maintaining knowledge resources to ensure high customer satisfaction in a remote, globally distributed environment.
Key Responsibilities
- Investigate and escalate customer-reported issues related to Canonical's products
- Resolve complex customer problems involving Ubuntu and open source solutions
- Manage support cases to meet SLA standards and ensure high customer satisfaction
- Engage with customers via phone, ticketing system, and remote sessions to troubleshoot issues
- Contribute to and maintain knowledge base articles for shared learning
- Understand Ubuntu development processes to set accurate customer expectations on 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 (provisioning, monitoring, orchestration, etc.), Advanced troubleshooting experience, Linux integration with other environments such as authentication directory services and network file systems
- 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 supporting Linux systems
- Ability to 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 & 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 to new locations to meet colleagues
Priority Pass and travel upgrades for long haul company events
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