Cloud Support Engineer

July 29

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Canonical

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Open Source • Cloud • AI

Canonical is the company behind Ubuntu, the world's most popular open-source operating system, which provides fast, modern, and secure Linux solutions for desktops, servers, and cloud environments. They offer a comprehensive set of products and services, including Ubuntu Desktop, Ubuntu Server, cloud solutions such as OpenStack, and tools for managing containerized applications with Kubernetes. Canonical focuses on making open-source technology reliable and accessible across various industries, from IoT and AI to enterprise infrastructure.

501 - 1000 employees

Founded 2004

📋 Description

• 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.

🎯 Requirements

• Professional written and spoken English with excellent presentation skills • Exceptional academic track record from both high school and university • Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path • Track record of going above-and-beyond expectations to achieve outstanding results • 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 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