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Cloud Support Associate Engineer
hace 2 meses
Job Summary
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 the world's leading public cloud and silicon providers, and industry leaders in many sectors.
About Us
We are a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office-based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution. The company is founder-led, profitable, and growing.
Job Description
We are hiring a Cloud Support Associate Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. This role is an opportunity for a hands-on engineer with eagerness to learn, a passion for Linux and cloud technologies to work with some of the best people in the industry at Canonical.
Key Responsibilities
- Provide expert-level technical support and satisfaction to our peer groups and customers.
- Triage complex Cloud environment issues, Linux kernel crashes, and OS configuration issues.
- Own and manage cases from problem qualification to full resolution.
- Transfer cases to colleagues or involve senior engineers when needed.
- Contribute new knowledge base articles and maintain existing articles.
- Draft and distribute technical notices for internal and external communication.
- Prioritize work to accomplish the most important and urgent tasks first.
- Keep on learning as our products and services grow and evolve.
- Understand Ubuntu development process to set customer expectations correctly on timeline for a fix.
- Maintain regular communication and information exchange with the rest of the team, locally and remotely.
- Identify and suggest opportunities to provide a better service.
- Participate in a regular weekend working rotation.
Requirements
This role entails working from a remote home office and providing technical support for employees. The ideal candidate will be available to take ownership of new cases via telephone, email, and web. They will act as an internal customer advocate, keeping them updated in a timely manner. The candidate will ensure that each support case owned by them is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling their commitments.
What We Offer
We offer a dynamic and collaborative work environment, opportunities for growth and development, and a competitive compensation package.
