Cloud Support Engineer, Japan

Canonical

Remote

Full Time

Posted April 8, 2026

Not Specified

Remote

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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 cloud, Linux, and container environments, and ensuring high customer satisfaction through effective problem 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
Participate in a weekend rotation for support coverage

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 their issues
Participate in a regular weekend working rotation
Contribute to creating and maintaining 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 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
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 at least three 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 (authentication, directory services, network file systems, etc.)
Ability to navigate effectively through stack traces and logs, and advise on next steps
Have a solid understanding of OS and application-level bugs and when to escalate issues to the correct team
Possess programming fundamentals in any language
Have extensive customer support experience, with customer needs being the top priority
Communicate professionally, emphatically, and clearly, setting the right expectations
Have the ability to travel internationally twice a year for company events, with each trip lasting up to two weeks