Cloud Support Engineer

Join to apply for the Cloud Support Engineer role at Canonical 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 public cloud, data science, AI, engineering innovation and IoT. The company supports 1100+ colleagues in 75+ countries and operates with very few office‑based roles. 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 love open‑source development and have a passion for technology, you will thrive working with some of the best people in the industry at Canonical. Location This is a globally remote role, unless otherwise specified. Role Responsibilities Investigate issues reported by customers by researching and escalating as needed. Work to resolve complex customer problems related to Canonical’s portfolio of products. Own each support case, ensuring it is handled according to our Service Level Agreement (SLA) with the highest level of customer satisfaction. Engage directly with customers via phone, ticketing system, and remote sessions to resolve issues. Participate in a regular weekend working rotation. Contribute new knowledge‑base articles and maintain existing ones to share lessons learned with customers. Understand the Ubuntu development process to set customer expectations correctly on the timeline for a fix. What We’re Looking For Professional written and spoken English with excellent presentation skills. Exceptional academic track record. Undergraduate degree in a technical subject or a compelling narrative about an alternative chosen path. Track record of exceeding expectations to achieve outstanding results. Hands‑on and extensive experience supporting Linux systems, including at least three of the following: • Virtualization / Cloud (KVM, OpenStack) • Containers (Docker, LXD/LXC, Kubernetes) • Storage technologies (block, object, network) • Networking (bonding, firewalling, bridging, switching, NFS tuning, MTU issues). Cloud computing expertise in provisioning, monitoring, orchestration, etc. Advanced troubleshooting experience: • Linux integration with other environments (authentication/directory services, network file systems) • Ability to navigate stack traces and logs and advise on next steps • Solid understanding of OS and application‑level bugs and when to escalk to the correct team. Programming fundamentals in any language. Extensive customer support experience: • Customer needs are top priority • Professional, emphatic, clear communication and setting right expectations. Willingness to travel internationally twice a year for company events up to two weeks long. What We Offer Distributed work environment with twice‑yearly in‑person sprint events. Personal learning and development budget of USD 2,000 per year. Annual compensation review and performance‑driven bonus or commission. 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. About Canonical Canonical 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 very high standard for people joining the company. Most colleagues have worked from home since 2004, and working here is a step into the future—challenging you to think differently, work smarter, learn new skills, and raise your game. Equal Opportunity Employer 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. Seniority level: Entry levelEmployment type: Full‑timeJob function: Information TechnologyIndustries: Software Development #J-18808-Ljbffr