Cloud Support Engineer

OverviewCanonical 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. We recruit globally and have a distributed team with very few office based roles.We are hiring a Cloud Support Engineer to support customers leveraging Ubuntu and open source products. If you have an affinity for open source development and technology, you will work with dedicated professionals in the industry at Canonical.ResponsibilitiesInvestigate issues reported by customers by researching and escalating issues.Work to resolve complex customer problems related to Canonical\'s portfolio of products.Own results and ensure each support case is handled per the SLA with the highest possible 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 articles to share knowledge and lessons learned with customers.Understand Ubuntu development processes to set customer expectations on timelines for fixes.What we are looking for in youProfessional written and spoken English with excellent presentation skillsExceptional academic track record from high school and universityUndergraduate degree in a technical subject or a compelling narrative about an alternative chosen pathTrack record of going above and beyond expectations to achieve outstanding resultsHands-on experience in supporting Linux systems with 3 or more of the following:Virtualization / Cloud - primarily using KVM or OpenStackContainers - Docker, LXD/LXC, or KubernetesStorage technologies - block, object and networkNetworking (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 stepsSolid understanding of OS and application level bugs and when to escalateProgramming fundamentals in any languageExtensive customer support experience with a focus on customer needs and clear, professional communicationAbility to travel internationally twice a year for company events up to two weeks longWhat we offer colleaguesWe consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually and offer a performance-driven bonus or commission. We provide benefits aligned with our values and ensure fairness globally.Distributed work environment with twice-yearly in-person team sprintsPersonal learning and development budget of USD 2,000 per yearAnnual compensation reviewRecognition rewardsAnnual holiday leaveMaternity and paternity leaveEmployee Assistance ProgrammeOpportunities to travel to new locations to meet colleaguesTravel upgrades for long-haul company eventsAbout CanonicalCanonical is a pioneering tech firm at the forefront of the global move to open source. As the publisher of Ubuntu, we drive the future of software and cloud-native technologies. We recruit on a global basis and uphold high standards for new hires. Most colleagues have worked from home since 2004. Working here challenges you to think differently, work smarter, and continuously learn.Equal opportunityCanonical is an equal opportunity employer. We foster a workplace free from discrimination. We value diversity of experience, perspectives, and background. Whatever your identity, we will consider your application fairly. #J-18808-Ljbffr