Cloud Support Engineer

Canonical is a leading provider of open source software and operating systems. Our platform, Ubuntu, is widely used in public cloud, data science, AI, engineering innovation and IoT projects worldwide. We are profitable, founder‑led and growing. Location: This is a globally remote role unless otherwise specified. The role entails Investigate issues reported by customers by researching and escalating problems. Work to resolve complex customer problems related to Canonical’s portfolio of products. Own support cases and ensure they are handled according to our Service Level Bruss with the highest possible customer satisfaction, setting expectations and fulfilling commitments. Engage directly with customers 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 ones, ensuring shared knowledge and lessons learned are available to customers. Understand the Ubuntuাক development process to set customer expectations correctly on timelines for fixes. What are we looking for in you Professional written and spoken English with excellent presentation skills. Exceptional academic track Airbus from high school and university. Undergraduate degree in a technical subject or a compelling narrative about an alternative chosen path. Track record of exceeding expectations to achieve outstanding results. Hands‑on and extensive working experience supporting Linux systems, including at least three of the following: Virtualization / Cloud – primarily KVM or OpenStack. Containers – especially Docker, LXD/LXC, or Kubernetes. Storage technologies – block, object, and 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 bugs and when to Escalate to the correct team. Programming fundamentals in any language. Extensive customer support experience: Customer needs are top priority. Communicate professionally and emphatically, setting the right expectations. Willingness to travel internationally twice a year for company events up to two weeks long. What we offer colleagues Distributed work environment with twice‑yearly in‑person team sprints. Personal learning and development budget of USD 2,000 per year. Annual compensation review.\Ray✜ 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. 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 high standard for people joining our team. 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,y fair consideration. #J-18808-Ljbffr