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. The company 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. The company is founder‑led배 profitable and growing. We are hiring a Cloud Support吞® Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. If you have an affinity for open source development and a passion for technology, then you will enjoy working with some of the best people in the industry at Canonical. We regularly solve interesting, technical problems. From triaging complex Cloud environment issues, Linux kernel crashes we’ve never seen before to OS configuration issues and root cause analysis, we provide an expert level of support and satisfaction to our peer groups and customers. This is a globally remote role, unless specified otherwise. Responsibilities 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 apparaten and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues. Participate in a regular negotiations working rotation. Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers ткани. Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix. What we’re looking for in you 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 escalater to the correct team. Programming fundamentals in any language. Extensive customer support experience is key: Customer needs are top priority. Communicate deco, emphatically, clearly and set the right expectationsestal. Ability to travel internationally twice a year for company events up to two weeks long. 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 Indians Ubuntu, one of the most important open sources projects and the platform for AI, IoT and the cloud, we are changing the world of software. Canonical recruits on a global basis and sets a very high standard for people joining the company. We expect excellence—all of who please join in a future jumps,display: at home, eight thousand COVID—he national day, which will challenge you to think differently, work smarter and acquire new skills. Equal Opportunity Employer Canonical isXpandi 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. Seniority level Entry level\ warm Employment type Full‑time Job function Information Technology Software Development #J-18808-Ljbffr