Cloud Support Engineer

Stack

Responsibilities

• ▹Partner directly with customers across remote sessions, ticketing and live conversations to understand and resolve their technical roadblocks
• ▹Work with internal engineering teams and regional peer groups to connect code fixes with customer satisfaction
• ▹Manage support cases with personal ownership, communicating customer expectations transparently and predictably
• ▹Develop a rich understanding of the Ubuntu development process to give customers clear context on timelines for engineering fixes
• ▹Author and maintain knowledge base articles
• ▹Participate in a regular weekend working rotation

Requirements

• ▹Exceptional written and spoken English, conveying technical complexity clearly
• ▹A genuine passion for helping people, with the emotional intelligence to handle high-stakes technical situations
• ▹Exceptional academic track record from both high school and university
• ▹An undergraduate degree in a technical subject or a compelling narrative about your alternative path
• ▹A proven track record of going above and beyond expectations for teams or customers
• ▹Practical, hands-on experience supporting Linux systems, with exposure to three or more of: virtualization & cloud (KVM or OpenStack), containers (Docker, LXD/LXC or Kubernetes), storage (block, object, network), system networking (bonding, firewalls, bridging, switching, MTU tuning)
• ▹A strong troubleshooting mindset: looking into stack traces or logs, identifying OS/application-level bugs and guiding the customer through next steps
• ▹Basic programming logic in any language to collaborate with Canonical Engineering teams

Soft skills

What we offer

• ▹Distributed work environment with twice-yearly in-person team sprints
• ▹Personal learning and development budget of USD 2,000 per year
• ▹Annual compensation review
• ▹Performance-driven annual bonus or commission
• ▹Recognition rewards
• ▹Annual holiday leave
• ▹Maternity and paternity leave
• ▹Employee Assistance Programme
• ▹Opportunity to travel to meet colleagues
• ▹Priority Pass and travel upgrades for long-haul company events

About the company

Canonical publishes Ubuntu and is a pioneering tech firm at the forefront of the global move to open source. It has 1100+ colleagues in 75+ countries, most working from home since 2004.