Cloud Support Engineer

Job description
Canonical is a pioneering technology firm at the forefront of the global shift to open source software and operating systems. As the publisher of Ubuntu, one of the most influential open source projects, we are driving innovation in AI, IoT, and cloud technologies. Our platform is widely adopted by leading public cloud and silicon providers, as well as industry leaders across various sectors. We value geographical location, experience, and performance when shaping compensation worldwide. Our compensation programs reflect our values and ideals, ensuring fairness globally. We offer a distributed work environment with regular team sprints, personal learning and development budgets, annual compensation reviews, recognition rewards, and holiday leave. Key Responsibilities: Provide technical support for employees via phone, email, and web. Act as an internal customer advocate, keeping them updated in a timely manner. Ensure each support case is handled according to our Service Level Agreement (SLA) with high customer satisfaction. Contribute new knowledge base articles and maintain existing ones. Draft and distribute technical notices for internal and external communication. Prioritize tasks to accomplish the most important and urgent work first. Stay up-to-date with evolving products and services. Maintain regular communication with the team, both locally and remotely. Identify opportunities to provide better service and participate in weekend working rotations.