Customer Support Cloud Engineer

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very 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. We are hiring a Cloud Support 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. We are rapidly expanding and are looking for talented problem solvers with a passion for working on the next generation of Ubuntu solutions for our customers.
Location: This is a globally remote role, unless specified otherwise.
Investigate issues reported by customers by researching and escalating issues
Work to resolve complex customer problems related to Canonical's portfolio of products.
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.
Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.
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
Hands-on and extensive working experience in supporting Linux systems including 3 or more of:
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.
Linux integration with other environments (authentication/directory services, network file systems, etc.).
Solid understanding of OS and Application level bugs and when to escalate to the correct team.
Programming fundamentals in any language.
Extensive Customer support experience is key:
Customer needs are top priority.
Ability to travel internationally twice a year for company events up to two weeks long.

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We balance our programs to meet local needs and ensure fairness globally.
Personal learning and development budget of USD 2,000 per year
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
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. 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.
Diversity of experience, perspectives, and background create a better work environment and better products.