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Job Description
A Cloud Support Engineer at Canonical provides technical support to customers using Ubuntu and open source products, troubleshooting complex cloud, Linux, and container environments, and ensuring high customer satisfaction through effective issue resolution and 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 for fixes
Requirements
- 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 and ensure they are handled according to the 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 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 set customer expectations correctly on timelines for fixes
- Possess excellent verbal and written communication skills in both English and Japanese; JLPT N1 certification preferred for non-native Japanese speakers
- Have an excellent academic track record from high school and university, with an undergraduate degree in a technical subject or 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 support for at least three of the following areas: Virtualization (primarily using KVM or OpenStack), Containers (especially with Docker, LXD LXC, or Kubernetes), Storage technologies (block, object, and network storage), 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 through 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
- Proficiency in programming fundamentals in any language
- Extensive customer support experience, with a focus on prioritizing customer needs
- Ability to communicate professionally, emphatically, and clearly, and to set the right expectations
- Ability 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
Twice-yearly in-person team sprints in interesting locations worldwide
Personal learning and development budget of USD 2,000 per year
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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