Cloud Support Engineer

Overview

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Canonical is 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. Our customers include leading public cloud and silicon providers and industry leaders. The company is founder-led, profitable and growing. We are a globally distributed team with 1100+ colleagues in 75+ countries and few office-based roles, meeting 2-4 times per year in person.

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, you will enjoy working with some of the best people in the industry at Canonical. We regularly solve technical problems, from triaging complex cloud environment issues and kernel crashes to OS configuration and root-cause analysis, providing expert-level support and customer satisfaction. We are rapidly expanding and seek talented problem-solvers with a passion for Ubuntu solutions for our customers.

Location

This is a globally remote role, unless specified otherwise.

Responsibilities

• Investigate issues reported by customers by researching and escalating when needed.
• Work to resolve complex customer problems related to Canonical's portfolio of products.
• Take ownership of cases and ensure they are handled according to our Service Level Agreement (SLA) with the highest customer satisfaction, setting accurate expectations and fulfilling commitments.
• Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve issues.
• Participate in a regular weekend working rotation.
• Contribute new knowledge base articles and maintain existing ones so that shared knowledge is accessible to customers.
• Understand Ubuntu development processes to set realistic customer expectations on fixes timelines.

What we are looking for

Hands-on and extensive experience in supporting Linux systems, including 3 or more of :

Advanced troubleshooting experience :

What we offer

Compensation is determined by location, experience, and performance. We review compensation annually and offer a performance-driven bonus or commission. We provide benefits aligned with our values and adapt programs to meet local needs globally.

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. 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. We recruit on a global basis and set high standards for new hires. Most colleagues have worked from home since 2004. Working here challenges you to think differently, work smarter, learn new skills, and raise your game.

Equal opportunity

Canonical is 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.

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