Cloud Support Engineer

Summary

Join Canonical, a leading provider of open-source software, as a Cloud Support Engineer. This globally remote role involves investigating and resolving complex customer issues related to Ubuntu and open-source products. You will engage directly with customers, contribute to the knowledge base, and participate in a weekend rotation. Canonical offers a competitive compensation package, including a performance-driven bonus, personal learning budget, annual reviews, and various other benefits. The ideal candidate possesses extensive Linux system support experience, strong communication skills, and expertise in virtualization, cloud computing, and troubleshooting.

Requirements

• Excellent verbal and written communication skills in English
• Hands-on and extensive working experience in supporting Linux systems including 3 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
• Linux integration with other environments (authentication/directory services, network file systems, etc.)
• Ability to navigate effectively stack traces and logs, and advise on next steps
• 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 is key
• Customer needs are top priority
• Communicate professionally, emphatically, clearly and set the right expectations
• Ability to travel

Responsibilities

• 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

Benefits

• We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission
• 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