Cloud Support Engineer

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 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. The company is 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.

Location : This is a globally remote role, unless specified otherwise.

Responsibilities

• Investigate issues reported by customers by researching and escalating them.
• 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.
• Understand the Ubuntu development process to be able to set customer expectations correctly on a timeline for a fix.

Qualifications

Hands‑on and extensive working experience in supporting Linux systems, including three or more of :

Advanced troubleshooting experience :

Extensive customer support experience is key :

Benefits

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance‑driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence – in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

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.

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