Cloud Support Engineer

Cloud Support EngineerDesplácese hacia abajo para encontrar una descripción detallada de este trabajo y lo que se espera de los candidatos. Envíe su solicitud haciendo clic en el botón "Solicitar".Canonical is a leading provider of open source software and operating systems. Our platform, Ubuntu, is widely used in enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include global public cloud and silicon providers and industry leaders. With over 1,100 colleagues in 75+ countries, we champion distributed collaboration.Location:This is a globally remote role, unless specified otherwise.Role ResponsibilitiesInvestigate issues reported by customers by researching and escalating issuesWork to resolve complex customer problems related to Canonical's portfolio of productsOwnership of results: ensure each support case is handled according to our Service Level Agreement (SLA), delivering the highest customer satisfaction by setting expectations and fulfilling commitmentsEngage directly with customers and collaborate by phone, ticketing system, and remote sessions to resolve issuesParticipate in a regular weekend working rotationContribute new knowledge base articles and maintain existing ones, ensuring shared knowledge and lessons learned are available to customersUnderstand Ubuntu development process to set customer expectations correctly on timeline for a fixQualificationsProfessional written and spoken Englishwith excellent presentation skillsExceptional academic track recordfrom high school and universityUndergraduate degreein a technical subject or a compelling narrative about an alternative chosen pathTrack record of going above and beyond expectationsto achieve outstanding resultsHands‑on and extensive experience supporting Linux systems(3+ areas):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 expertisein 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.Solid understanding of OS and application level bugs and escalation decisions.Programming fundamentalsin any languageExtensive customer support experience :Customer needs are top priority.Communicate professionally, emphatically, clearly and set expectations.Ability to travel internationally twice a year for company events up to two weeks longBenefitsDistributed work environment with twice‑yearly team sprints in personPersonal learning and development budget of USD 2 000 per yearAnnual compensation reviewRecognition rewardsAnnual holiday leaveMaternity and paternity leaveEmployee Assistance ProgrammeOpportunity to travel to new locations to meet colleaguesPriority Pass and travel upgrades for long‑haul company eventsAbout CanonicalCanonical is a pioneering tech firm at the forefront of the global move to open source. We publish Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud. We recruit globally and set a high standard for people joining the company. Working here is a step into the future, challenging you to think differently, work smarter, learn new skills, and raise your game.Canonical is an Equal Opportunity EmployerWe are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. xsgfvud Whatever your identity, we will give your application fair consideration.#J-18808-Ljbffr