Cloud Support Engineer

Canonical; Teletrabalho; BRL 377.000 - 485.000; Tempo integral

Resumo da oferta

A leading open-source company is seeking a Cloud Support Engineer to join their team. This role involves resolving complex customer issues related to Linux systems and Canonical's portfolio. The successful candidate will possess excellent English communication skills, a background in technical subjects, and a strong customer service focus. Benefits include a distributed work environment, an annual learning budget, and flexible leave options. This position is globally remote with occasional international travel.

Serviços

Personal learning and development budget of USD 2,000 per year

Annual compensation review

Maternity and paternity leave

Qualificações

• Exceptional academic track record from both high school and university.
• Track record of going above-and-beyond expectations to achieve outstanding results.
• Ability to travel internationally twice a year for company events.

Responsabilidades

• Investigate issues reported by customers by researching and escalating issues.
• Work to resolve complex customer problems related to Canonical's products.
• Ensure each support case meets SLA with high customer satisfaction.

Conhecimentos

Professional written and spoken English

Technical subject degree or compelling narrative

Hands-on experience with Linux systems

Customer support experience

Ability to navigate stack traces and logs

Formação académica

Undergraduate degree in a technical subject

Ferramentas

Docker

KVM

OpenStack

Kubernetes

Descrição da oferta de emprego

Overview

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. If you have an affinity for open source development and a passion for technology, then you will enjoy working with some of the best people in the industry at Canonical.

Location

This is a globally remote role, unless specified otherwise.

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


• Understand Ubuntu development process to be able 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 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; Cloud computing expertise in provisioning, monitoring, orchestration, 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 elevate 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

Benefits

• 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

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.