Cloud Support Engineer
hace 5 días
Cloud Support Engineer Join Canonical, a pioneer in open source software, to support customers worldwide using Ubuntu and other open source products. This role is fully remote, unless otherwise specified. Location Global, remote. Participation in key in‑person meetings two to four times per year in select locations around the world. Responsibilities Investigate customer‑reported issues by researching, troubleshooting, and escalating when necessary. Resolve complex problems related to Canonical’s portfolio of products, adhering to the service level agreement (SLA) and ensuring high customer satisfaction. Engage directly with customers through 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 articles, ensuring shared knowledge and lessons learned are available to customers. Understand Ubuntu development processes to set realistic customer expectations regarding fix timelines. 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 exceeding expectations to achieve outstanding results. Hands‑on experience supporting Linux systems, including at least three of the following: virtualization/cloud (KVM, OpenStack), containers (Docker, LXD/LXC, Kubernetes), storage technologies (block, object, network), networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues). Cloud computing expertise in provisioning, monitoring, orchestration, etc. Advanced troubleshooting experience, including: Linux integration with other environments (authentication/directory services, network file systems), effective navigation of stack traces and logs, 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, with customer needs as top priority and professional, emphatic communication. 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, we are changing the world of software and recruiting global talent with a high standard of excellence. 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
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