Cloud Support Engineer at Canonical

Job Summary

• 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, then you will enjoy working with some of the best people in the industry at Canonical.
• We regularly solve interesting, technical problems. From triaging complex Cloud environment issues, Linux kernel crashes we’ve never seen before to OS configuration issues and root cause analysis, we provide an expert level of support and satisfaction to our peer groups and customers.
• We are rapidly expanding and are looking for talented problem solvers with a passion for working on the next generation of Ubuntu solutions for our customers.

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 are we 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 You

• 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.

Method of Application