Cloud Support Engineer

Join to apply for the Cloud Support Engineer role at Canonical . Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, artificial intelligence, engineering innovation, and IoT. Our customers include the world's leading public cloud and silicon providers, as well as industry leaders in many sectors. With more than 1,100 colleagues across 75+ countries, Canonical is a pioneer of global distributed collaboration, with a majority of remote roles and occasional in-person gatherings. The company is founder‑led, profitable, and growing. We are hiring a Cloud Support Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open‑source products. If you have an affinity for open‑source development and a passion for technology, you will enjoy working with some of the best people in the industry. We regularly solve interesting, technical problems. From triaging complex cloud‑environment issues and Linux kernel crashes we’ve never seen before, to OS configuration issues and root‑cause analysis, we provide an expert level of support and satisfaction to our peer groups and customers. We are rapidly expanding and are looking for talented problem solvers who are passionate about working on the next generation of Ubuntu solutions for our customers. Location This is a globally remote role, unless specified otherwise. Responsibilities Investigate issues reported by customers by researching and escalating them. Work to resolve complex customer problems related to Canonical’s portfolio of products. Own results: Ensure that each support case is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments. Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues. Participate in a regular weekend working rotation. Contribute new knowledge‑base articles and maintain existing ones, ensuring shared knowledge and lessons learned are available to customers. Understand the Ubuntu development process to set the correct customer expectations on timelines for a fix. Qualifications Professional written and spoken English with excellent presentation skills. Exceptional academic track record from high school and university. Undergraduate degree in a technical subject, or a compelling narrative about an alternative chosen path. Track record of going above and beyond expectations to achieve outstanding results. Hands‑on and extensive experience supporting Linux systems, including three or more of: Virtualization / Cloud – 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 expertise in provisioning, monitoring, orchestration, etc. Advanced troubleshooting experience, including: Linux integration with other environments (authentication/directory services, network file systems, etc.). Ability to navigate stack traces and logs, and advise on next steps. Solid understanding of OS and application‑level bugs and when to elevate to the correct team. Programming fundamentals in any language. Extensive customer‑support experience is key: Customer needs are top priority. Communicate professionally, empathically, clearly and set the right expectations. Ability to travel internationally twice a year for company events up to two weeks long. Benefits Distributed work environment with twice‑yearly team sprints in person. Personal learning and development budget of USD 2,000 per year. Annual compensation review. Recognition rewards. 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. About Canonical Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open‑source projects, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence – to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Equal Opportunity Employer Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration. #J-18808-Ljbffr