Cloud Support Engineer

• Investigate issues reported by customers by researching and escalating matters.
• Work to resolve complex customer problems related to Canonical's portfolio of products.
• Own results: ensure every support case is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting expectations and fulfilling commitments.
• Engage directly with customers via phone, ticketing system, and remote sessions to resolve issues.
• Participate in a regular weekend working rotation.
• Contribute new knowledge-base articles and maintain existing ones, ensuring shared knowledge and lessons learned are accessible to customers.
• Understand Ubuntu development process to set customer expectations correctly on timeline for a fix., * 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.

• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record from high school through university.
• Undergraduate degree in a technical subject or a compelling narrative ofΐ an alternative chosen path.
• Track record of exceeding expectations to achieve outstanding results.
• Hands-on and extensive experience supporting Linux systems, including at least three of the following:

• Virtualization / Cloud - primarily using KVM or OpenStack.
• Containers - especially Docker, LXD/LXC, or Kubernetes.
• Storage technologies_relation (block, object, network).
• Networking (bonding, firewalling, bridging, switching, NFS 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 stack traces and logs and advise on next steps.
• Solid understanding of OS and application-level bugs and when to escalate.

• 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 internationally twice a year for company events up to two weeks long.

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, AI, engineering innovation and Io paranoia. Customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. With 1 100+ colleagues in 75+ countries, we foster a culture of remote work while meeting annually in person for strategic alignment., участии is a pioneering tech firm at the forefront of the global move to open source. By publishing Ubuntu, one of the most important open source projects and a platform for AI, IoT and the cloud, Canonical is changing the software world. We recruit globally, setting a very high standard for talent and fostering a workplace free from discrimination, with diversity of experience, perspectives and background leading to better products.