Cloud Support Engineer

Canonical

This role is an opportunity for a hands-on engineer with a passion for Linux and cloud technologies to build a career with Canonical and drive the success with those leveraging Ubuntu and open source products.

If you have an affinity for open source development and a passion for technology, then you will enjoy working with some of the best people in the industry at Canonical.

The role of a Cloud Support Engineer at Canonical

We regularly solve interesting, technical problems. From triaging complex Cloud environment issues, 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 with a passion for working on the next generation of Ubuntu solutions for our customers.

Location:

This is a globally remote role unless specified otherwise.

What your day will look like

Investigate issues reported by customers by researching and escalating issues

Work to resolve complex customer problems related to Canonical’s portfolio of products.

Ownership of results: Ensure that each support case owned by you 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 articles, ensuring shared knowledge and lessons learned are available to customers.

Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.

Background check required

What are we looking for in you

Excellent verbal and written communication skills in English.

Hands-on experience supporting Linux systems including 2 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.)

Linux integration with other environments (authentication/directory services, network file systems, etc.)

Cloud computing (provisioning, monitoring, orchestration, etc.)

Troubleshooting experience:

Basic reading of stack traces to be able to search for duplicates, escalate to the correct team.

Understand OS and Application level bugs and advise on next steps

Programming fundamentals in any language.

Customer support experience:

Customer needs are top priority

Communicate clearly and set the right expectations.

Ability to travel

What we offer you

Your base pay will depend on various factors including your geographical location, level of experience, knowledge and skills. In addition to the benefits below, certain roles are also eligible for additional benefits and rewards including annual bonuses and sales incentives based on revenue or utilisation. Our compensation philosophy is to ensure equity right across our global workforce.

In addition to a competitive base pay, we provide all team members with additional benefits, which reflect our values and ideals. Please note that additional benefits may apply depending on the work location and, for more information on these, you can ask in the later stages of the recruitment process.

Fully remote working environment – we’ve been working remotely since 2004!

Personal learning and development budget of 2,000USD per annum

Annual compensation review

Recognition rewards

Annual holiday leave

Parental Leave

Employee Assistance Programme

Opportunity to travel to new locations to meet colleagues at ‘sprints’

Priority Pass for travel and travel upgrades for long haul company events

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