Cloud Support Engineer

Location: This is a globally remote role.

THE ROLE ENTAILS

• Empathetic Engagement: Partner directly with customers across remote sessions, ticketing,, and live conversations to deeply understand and resolve their technical roadblocks.
• Collaborative Problem Solving: Work hand-in-hand with internal engineering teams and regional peer groups to bridge the gap between complex code fixes and real-world customer satisfaction.
• True Ownership: Manage your support cases with a strong sense of personal integrity, ensuring commitments are honored and customer expectations are communicated transparently and predictably.
• Ubuntu Lifecycle Guidance: Develop a rich understanding of the Ubuntu development process, empowering you to give customers clear, human context regarding timelines for engineering fixes.
• Knowledge Advocacy: Author and maintain accessible knowledge base articles, ensuring lessons learned are shared openly to elevate the entire open-source community.
• Operational Reliability: Participate in a regular weekend working rotation to maintain seamless, high-touch continuity of care for our global partners.

WHAT ARE WE LOOKING FOR IN YOU

• Communication Excellence: Exceptional written and spoken English, with a natural ability to convey technical complexity clearly, warmly, and compellingly.
• The Soft-Skill Edge: A genuine passion for helping people, paired with the emotional intelligence to navigate high-stakes technical situations with composure and empathy.
• Academic Dedication: Exceptional academic track record from both high school and university.
• Educational Background: An undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path.
• Driven Mindset: A proven track record of going above-and-beyond expectations to deliver meaningful, outstanding results for teams or customers.
• Linux & Cloud Familiarity: Practical, hands-on experience supporting Linux systems, with an exposure to three or more of the following:
• Virtualization & Cloud: Using KVM or OpenStack.
• Containers: primarily Docker, LXD/LXC, or Kubernetes.
• Storage Ecosystems: Block, object, and network storage technologies.
• System Networking: Navigating bonding, firewalls, bridging, switching, or MTU tuning.

• Analytical Curiosity: A strong troubleshooting mindset—the ability to look into stack traces or logs, identify OS/application-level bugs, and strategically guide the customer through next steps.
• Development Fundamentals: Basic programming logic in any language to help parse code and collaborate effectively with Canonical Engineering teams.

WHAT WE OFFER COLLEAGUES

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.

• Distributed work environment with twice-yearly team sprints in person
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• 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. 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 create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

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