Cloud Support Associate Engineer

6 days ago

Hamilton, Ontario, Canada Canonical - Jobs Full time
About the Role

We are seeking a highly skilled Cloud Support Associate Engineer to join our team at Canonical. As a Cloud Support Associate Engineer, you will be responsible for providing technical support to our customers and internal teams, ensuring that they receive the highest level of service and support.

Key Responsibilities
  • Provide technical support to customers and internal teams via phone, email, and web
  • Act as an internal customer advocate, keeping them updated in a timely manner
  • Ensure that each support case is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction
  • Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers
  • Draft and distribute technical notices for internal and external communication
  • Prioritize work to accomplish the most important and urgent tasks first
  • Keep on learning as our products and services grow and evolve
  • Understand Ubuntu development process to set customer expectations correctly on timeline for a fix
  • Maintain regular communication and information exchange with the rest of the team, locally and remotely
  • Identify and suggest opportunities to provide a better service
  • Participate in a regular weekend working rotation
Requirements
  • Bachelor's or equivalent four-year degree in a technical field from an accredited college or university
  • Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files)
  • Experience with Linux server administration
  • Strong knowledge of Cloud computing concepts (provisioning, monitoring, orchestration, etc.)
  • Knowledge or basic hands-on experience on 2 or more of:
    • Virtualization / Cloud
    • Containers
    • Storage technologies
    • Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.
  • Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go)
  • Ability to learn quickly, thrive on change and handle the pressure of a customer-facing job
  • Strong written and verbal English communication skills
  • Ability to travel
  • Background check required
Nice-to-Have Skills
  • Experience supporting virtualized environments (KVM, Virtual Box, VMWare)
  • Experience with other open-source desktop technologies
  • Active contribution to open-source projects/forum/code
About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open-source projects and the platform for AI, IoT, and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge 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.

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