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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-level support, troubleshooting, and knowledge sharing to ensure high customer satisfaction in a remote, globally distributed environment.
Key Responsibilities
- Investigate and research customer-reported issues related to Canonical's products
- Resolve complex customer problems involving Ubuntu and open source solutions
- 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
- Participate in a weekend rotation for support coverage
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.), 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 investigate issues reported by customers by researching and escalating issues
- Ability to work to resolve complex customer problems related to Canonical’s portfolio of products
- Ownership of results and ensuring each support case is handled according to 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 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
- Understanding of Ubuntu development process to set customer expectations correctly on timeline for a fix
- Ability and willingness 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 holiday leave
Maternity and paternity leave
Employee Assistance Programme
Opportunity to travel internationally for company events and meet colleagues
Travel upgrades and Priority Pass for long haul company events
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