About the Role
Cloud Support Engineer – Americas
Home Based – Americas
This role is an opportunity for a hands-on engineer with a passion for Linux and cloud technologies to build a career with Canonical and drive the success with those 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.
The role of a Cloud Support Engineer at Canonical
We regularly solve interesting, technical problems. From triaging complex Cloud environment issues, Linux kernel crashes weve 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.
Location:This is a remote role, based in the Americas timezones.
What your day will look like
- Investigate issues reported by customers by researching and escalating issues
- Work to resolve complex customer problems related to Canonicals 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.
Background check required
What are we looking for in you
- Excellent verbal and written communication skills in English.
- Hands-onandextensive working experience insupporting Linux systems including3 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.
