Cloud Support Engineer, Mid Level (Remote)

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Job Summary:

Canonical is a leading provider of open source software and operating systems. They are hiring a Cloud Support Engineer to support the technical needs of customers leveraging Ubuntu and open source products, while solving complex technical problems and ensuring high customer satisfaction.

Responsibilities:

• Investigate issues reported by customers by researching and escalating issues

• Work to resolve complex customer problems related to Canonical's 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.

Qualifications:

Required:

• Professional written and spoken English with excellent presentation skills

• Exceptional academic track record from both high school and university

• Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path

• Track record of going above-and-beyond expectations to achieve outstanding results

• Hands-on and extensive working experience in supporting Linux systems including 3 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.)

• 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 internationally twice a year for company events up to two weeks long

Company:

Canonical, the publisher of Ubuntu, delivers trusted open source for everyone and provides security, support and services to enterprises. Founded in 2004, headquartered in London, England, GBR, team size 1001-5000 employees, currently Late Stage. Canonical has a track record of offering H1B sponsorships.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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