Cloud Support EngineerCanonical • Montreal (administrative region), QC, CA

Cloud Support Engineer

Canonical • Montreal (administrative region), QC, CA

6 days ago

Job type

Full-time

Job description

Cloud Support Engineer

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. 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 few office‑based roles. Teams meet two to four times yearly in person to align on strategy and execution.

The role is a globally remote position (unless otherwise specified). 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. You will work on triaging complex Cloud environment issues, Linux kernel crashes, OS configuration issues, and root cause analysis, providing expert‑level support and 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.
Ensure that each support case owned is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.
Engage directly with customers via phone, ticketing system, and remote sessions.
Participate in a regular weekend working rotation.
Contribute new knowledge base articles and maintain existing articles.
Understand Ubuntu development process to set customer expectations correctly on timeline for a fix.

Qualifications

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 an alternative path.

Track record of going above‑and‑beyond expectations to achieve outstanding results.

Hands‑on experience in supporting Linux systems, including at least three of :

Virtualization / Cloud (primarily using KVM or OpenStack).

Containers (especially Docker, LXD / LXC, or Kubernetes).

Storage technologies (block, object, and network).

Networking (bonding, firewalling, bridging, switching, NFS tuning, MTU issues).

Cloud computing expertise in provisioning, monitoring, orchestration, etc.

Advanced troubleshooting experience, including :

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 escalate.

Programming fundamentals in any language.

Extensive customer support experience.

Ability to travel internationally twice a year for company events up to two weeks long.

Benefits

Distributed work environment with twice‑yearly in‑person team sprints.

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.

Canonical is an equal opportunity employer

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

Seniority level

Entry level

Employment type

Full‑time

Job function

Information Technology

Industries

Software Development

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Cloud Engineer • Montreal (administrative region), QC, CA

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