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Cloud Support Associate Engineer

hace 2 meses

Mexicali, Baja California, México Canonical A tiempo completo
About the Role

We are seeking a highly skilled Cloud Support Associate Engineer to join our team at Canonical. As a key member of our support team, you will be responsible for providing expert-level technical support to our customers and internal stakeholders.

Key Responsibilities
  • Technical Support: Provide timely and effective technical support to customers and internal stakeholders via various communication channels.
  • Case Management: Own and manage technical support cases from initial qualification to full resolution, ensuring high customer satisfaction and adherence to our Service Level Agreement (SLA).
  • Knowledge Sharing: Contribute to the development and maintenance of knowledge base articles, ensuring shared knowledge and lessons learned are available to customers and internal stakeholders.
  • Communication: Act as an internal customer advocate, keeping stakeholders updated in a timely manner and ensuring regular communication and information exchange with the rest of the team.
  • Continuous Learning: Stay up-to-date with the latest technologies and products, including Ubuntu and open-source solutions, to provide expert-level support and guidance.
Requirements
  • Education: Bachelor's degree in a technical field, such as Computer Science, MIS, Electrical Engineering, or equivalent.
  • Experience: Proven experience in Linux troubleshooting, server administration, and cloud computing concepts.
  • Skills: Strong knowledge of cloud computing concepts, programming fundamentals, and ability to learn quickly and thrive in a customer-facing role.
  • Communication: Excellent written and verbal communication skills, with the ability to communicate complex technical information to both technical and non-technical stakeholders.
What We Offer
  • Distributed Work Environment: Work from home with regular team sprints in person.
  • Personal Learning and Development Budget: USD 2,000 per year for professional development and growth.
  • Annual Compensation Review: Regular review and adjustment of compensation to reflect individual performance and market conditions.
  • Recognition Rewards: Recognition and rewards for outstanding performance and contributions to the team.
  • Employee Assistance Programme: Access to an employee assistance program for support with work-life balance and personal well-being.