Cloud Support Associate Engineer

Summary

Join Canonical as a Cloud Support Associate Engineer to build a career with the company and support the technical needs of customers leveraging Ubuntu and open source products.

Requirements

• Bachelors or equivalent four year degree in a technical field from an accredited college or university
• Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files)
• Experience with Linux server administration
• Strong knowledge of Cloud computing concepts (provisioning, monitoring, orchestration, etc.)
• Knowledge or basic hands-on experience on 2 or more of: Virtualization / Cloud Containers Storage technologies Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc
• Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go)
• Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
• Strong written and verbal English communication skills
• Ability to travel
• Background check required

Responsibilities

• Work from your remote home office and provide technical support for employees
• Be available to take ownership of new cases via telephone, email and web
• Act as an internal customer advocate keeping them updated in a timely manner
• 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
• Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers
• Draft and distribute technical notices for internal and external communication
• Prioritise your work in order to accomplish the most important and urgent tasks first
• Keep on learning as our products and services grow and evolve
• Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix
• Maintain regular communication and information exchange with the rest of the team, locally and remotely
• Identify and suggest any opportunities to provide a better service
• Participate in a regular weekend working rotation

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