About this role
Job title: Cloud Support Engineer
About the Role Canonical is hiring a Cloud Support Engineer to support customers leveraging Ubuntu and open source products. The role focuses on diagnosing and resolving complex cloud and Linux-related issues, delivering expert technical support with customer satisfaction at the forefront. This remote, globally distributed team values open source collaboration, continual learning, and solving technically challenging problems.
What You'll Do
- Investigate issues reported by customers by researching and escalating issues.
- Work to resolve complex customer problems related to Canonical’s portfolio of products.
- Take ownership of cases and ensure they are handled in line with our Service Level Agreement (SLA), setting clear expectations and delivering on commitments.
- Engage directly with customers via 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 ones to share lessons learned with customers.
- Understand the Ubuntu development process to accurately set timelines for fixes and customer expectations.
What We're Looking For
- 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 an alternative path.
- Track record of going above-and-beyond to achieve outstanding results.
- Hands-on experience in supporting Linux systems, including at least three of the following areas: Virtualization/Cloud (KVM/OpenStack); Containers (Docker, LXD/LXC).
- Understanding of Ubuntu development processes to set customer expectations on fix timelines.