Cloud Support Engineer

Cloud Support Engineer Canonical is a leading provider of open source software and operating systems. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include global public cloud and silicon providers and industry leaders. With over 1,100 colleagues in 75+ countries, we champion distributed collaboration. Location: This is a globally remote role, unless specified otherwise. Role 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 each support case is handled according to our Service Level Agreement (SLA), delivering the highest customer satisfaction by setting expectations and fulfilling commitments * Engage directly with customers and collaborate by 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 available to customers * Understand Ubuntu development process to set customer expectations correctly on timeline for a fix 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 going above and beyond expectations to achieve outstanding results * Hands-on and extensive experience supporting Linux systems (3+ areas): o Virtualization / Cloud - primarily using KVM or OpenStack. o Containers - especially with Docker, LXD/LXC, or Kubernetes. o Storage technologies - block, object and network. o Networking - bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc. * Cloud computing expertise in provisioning, monitoring, orchestration, etc. * Advanced troubleshooting experience: o Linux integration with other environments (authentication/directory services, network file systems, etc.). o Ability to navigate stack traces and logs. o Solid understanding of OS and application level bugs and escalation decisions. * Programming fundamentals in any language * Extensive customer support experience: o Customer needs are top priority. o Communicate professionally, emphatically, clearly and set expectations. * 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. We publish Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud. We recruit globally and set a high standard for people joining the company. Working here is a step into the future, challenging you to think differently, work smarter, learn new skills, and raise your game. 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