Cloud Support Engineer

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 globally and set a very 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.

The Role Entails

• 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

What We Are Looking For in You

• 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

What We Offer Colleagues

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

• 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

Equal Opportunities

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.

Application Process

During this application process you agree to use only your own words. You understand that plagiarism, the use of AI or other generated content will disqualify your application.

The application includes questions regarding:

• High school performance in mathematics and native language with evidence and rationale using provincial, state or nation-wide scoring systems, rankings, or recognition awards
• Bachelor's university degree result or expected result with grading system details, or indication of no degree
• Willingness and ability to commit to 2-4 in-person company meetings per year lasting 1-2 weeks, which may require international travel, visas, and vaccinations
• Experience with key open source technologies
• Hands-on experience with OpenStack or Kubernetes
• Customer-facing experience
• Website and LinkedIn profile links
• Current work location
• Number of companies worked for in the past ten years since first undergraduate degree graduation
• Gender identity (voluntary)
• Nationality (voluntary)
• Race or ethnicity (voluntary)