Canonical · 7 hours ago
Cloud Support Engineer
United States
Full-time
Remote
Mid Level
3+ years expCanonical is a leading provider of open source software and operating systems, known for its Ubuntu platform. The Cloud Support Engineer role involves providing expert-level support to customers, resolving complex issues related to Canonical's products, and ensuring high customer satisfaction through effective communication and problem-solving.
Computer Software
Responsibilities
Investigate issues reported by customers by researching and escalating issues
Work to resolve complex customer problems related to Canonical's portfolio of products
Ownership of results: 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
Qualification
Required
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
Track record of going above-and-beyond expectations to achieve outstanding results
Hands-on and extensive working experience in supporting Linux systems including 3 or more of: Virtualization / Cloud - primarily using KVM or OpenStack, Containers - especially with Docker, LXD/LXC, or Kubernetes, 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
Advanced troubleshooting experience: Linux integration with other environments (authentication/directory services, network file systems, etc.), Ability to navigate effectively stack traces and logs, and advise on next steps, 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, Communicate professionally, emphatically, clearly and set the right expectations
Ability to travel internationally twice a year for company events up to two weeks long
Benefits
Distributed work environment with twice-yearly team sprints in person
Personal learning and development budget of USD 2,000 per year
Annual compensation review
Recognition rewards
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
Company
Canonical
We deliver open source to the world faster, more securely and more cost effectively than any other company.
1001-5000 employees
H1B Sponsorship
Canonical has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (1)
2023 (1)
2022 (3)
2021 (1)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Kara Stemig
Partner Marketing Manager, Public Cloud
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