Cloud Support Engineer

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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.

Location: This is a globally remote role, unless specified otherwise.

• Investigate issues reported by customers by researching and escalating problems.
• Work to resolve complex customer problems related to Canonical's portfolio of products.
• Ensure each support case you own is handled according to our SLA with the highest possible customer satisfaction.
• Engage directly with customers via phone, ticketing system, and remote sessions.
• Participate in a regular weekend working rotation.
• Contribute new knowledge base articles and maintain existing ones.
• Understand Ubuntu development process to set customer expectations correctly on timelines.

• Professional written and spoken English with excellent presentation skills.
• Exceptional academic track record from 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 experience supporting Linux systems, including at least three of:
  • Virtualization / Cloud – primarily using KVM or Open Stack.
  • Containers – especially Docker, LXD/LXC, or Kubernetes.
  • Storage technologies – block, object, and network.
  • Networking – bonding, firewalling, bridging, switching, NFS 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 stack traces and logs and advise on next steps.
  • Solid understanding of OS and application level bugs and when to escalte to the correct team.
• Programming fundamentals in any language.
• Extensive customer support experience:
  • 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.

• 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.

Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background creates a better work environment and better products. Whatever your identity, we will give your application fair consideration.