Cloud Support Engineer

Responsibilities

• Investigate and research issues reported by customers
• Resolve complex problems related to Canonical's product portfolio
• Manage support cases according to Service Level Agreements (SLA)
• Engage with customers via phone, ticketing systems, and remote sessions
• Participate in a regular weekend working rotation
• Contribute to and maintain the company knowledge base
• Understand the Ubuntu development process to manage customer expectations

Requirements

• Professional written and spoken English
• Undergraduate degree in a technical subject or equivalent experience
• Extensive experience supporting Linux systems
• Proficiency in at least three of: Virtualization (KVM/OpenStack), Containers (Docker, LXD/LXC, Kubernetes), Storage, or Networking
• Expertise in cloud computing provisioning, monitoring, and orchestration
• Advanced troubleshooting skills including stack trace and log analysis
• Programming fundamentals in any language
• Extensive customer support experience
• Ability to travel internationally twice a year for company events

Benefits

• Distributed work environment with twice-yearly in-person team sprints
• USD 2,000 annual personal learning and development budget
• Annual compensation review and performance-driven bonus
• Annual holiday, maternity, and paternity leave
• Employee Assistance Programme
• Travel upgrades for long-haul company events

About the Company

Canonical is a leading provider of open source software and the publisher of Ubuntu. The company is a pioneer of global distributed collaboration, supporting breakthrough enterprise initiatives in public cloud, AI, and IoT.