Cloud Support Engineer

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. Canonical is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person in interesting locations around the world to align on strategy and execution. Location: This is a globally remote role, unless specified otherwise. Role Entails Investigate issues reported by customers, 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. Understand Ubuntu development process to be able to set customer expectations correctly on timeline for a fix. What We Are Looking For 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 three 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 elevate 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. What We Offer 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. 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. 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. Seniority Level Entry level Employment Type Full‑time Job Function Information Technology Industries Software Development #J-18808-Ljbffr