Cloud Support Associate Engineer

Job description
**About Canonical**

We are 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.

We have customers from all over the world, including leading public cloud and silicon providers, as well as industry leaders in many sectors.

We are a pioneer of global distributed collaboration, with a team of over 1100 colleagues in more than 75 countries and very few office-based roles.

Teams meet two to four times a year in person, in interesting locations around the world, to align on strategy and execution.

We are a founder-led company that is profitable and growing.

We are hiring a Cloud Support Associate Engineer to support the technical needs of our customers who use Ubuntu and our open source products.

This role is an opportunity for a hands-on engineer with a passion for Linux and cloud technologies to work with some of the best people in the industry at Canonical.

We regularly solve complex technical problems.

From triaging issues with cloud environments and Linux kernel crashes to OS configuration issues and root cause analysis, we provide expert-level support and satisfaction to our peer groups and customers.

You will be accountable for delivering an outstanding technical support experience on the full cloud technical stack at Canonical.

You will own and manage your cases from problem qualification to full resolution.

When needed, you will transfer your cases to your colleagues or involve senior engineers.

The role entails working from home and providing technical support for employees.

You will be available to take ownership of new cases via phone, email, and web.

You will act as an internal customer advocate, keeping them updated in a timely manner.

You will ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.

You will contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.

You will draft and distribute technical notices for internal and external communication.

You will prioritize your work to accomplish the most important and urgent tasks first.

You will keep learning as our products and services grow and evolve.

You will understand the Ubuntu development process to be able to set customer expectations correctly on the timeline for a fix.

You will maintain regular communication and information exchange with the rest of the team, locally and remotely.

You will identify and suggest opportunities to provide a better service.

You will participate in a regular weekend working rotation.

What we are looking for in you:

Bachelor's degree in a technical field from an accredited college or university.
Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files).
Experience with Linux server administration.
Strong knowledge of cloud computing concepts (provisioning, monitoring, orchestration, etc.).
Knowledge or basic hands-on experience on 2 or more of: Virtualization / Cloud, Containers, Storage technologies, Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.).
Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go).
Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
Strong written and verbal English communication skills.
Ability to travel.
Nice-to-have skills:

Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
Experience with other open-source desktop technologies.
Active contribution to open-source projects/forum/code.
About the role:

This role is ideal for a motivated and enthusiastic individual who is passionate about Linux and cloud technologies.

You will work closely with our customers and teams to deliver excellent technical support and services.

You will be part of a dynamic and collaborative team that values diversity, inclusion, and innovation.

We offer a competitive salary, benefits, and a comprehensive training program.

We are committed to creating a workplace that is free from discrimination and promotes diversity and inclusion.

We value flexibility and remote work options, as well as opportunities for growth and professional development.

If you are a talented and dedicated individual who is passionate about Linux and cloud technologies, we encourage you to apply for this exciting opportunity.

About Canonical:

We are a pioneering tech firm at the forefront of the global move to open source.

We publish Ubuntu, one of the most important open source projects and the platform for AI, IoT, and the cloud.

We recruit on a global basis and set a high standard for people joining the company.

We expect excellence - in order to succeed, we need to be the best at what we do.

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.

We are 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.