Canonical
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Cloud Support Engineer
role at
Canonical . 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 worlds leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with over 1,100 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. It is founder?led, profitable and growing. Location: 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 Canonicals 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 set customer expectations correctly on timeline for a fix Qualifications
Professional written and spoken English with excellent presentation skills Exceptional academic track record from 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 at least three 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 filesystem tuning, MTU issues, etc.)
Cloud computing expertise in provisioning, monitoring, orchestration, etc. Advanced troubleshooting experience:
Linux integration with other environments (authentication/directory services, network filesystems, etc.) Ability to navigate 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:
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 Benefits & Compensation
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 Seniority Level
Entry level Employment type
Full?time Job function
Information Technology Industries
Software Development 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. #J-18808-Ljbffr
Cloud Support Engineer
role at
Canonical . 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 worlds leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with over 1,100 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. It is founder?led, profitable and growing. Location: 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 Canonicals 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 set customer expectations correctly on timeline for a fix Qualifications
Professional written and spoken English with excellent presentation skills Exceptional academic track record from 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 at least three 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 filesystem tuning, MTU issues, etc.)
Cloud computing expertise in provisioning, monitoring, orchestration, etc. Advanced troubleshooting experience:
Linux integration with other environments (authentication/directory services, network filesystems, etc.) Ability to navigate 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:
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 Benefits & Compensation
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 Seniority Level
Entry level Employment type
Full?time Job function
Information Technology Industries
Software Development 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. #J-18808-Ljbffr