Cloud Support Engineer

Canonical; São Paulo; Teletrabalho; BRL 70.000 - 90.000; Tempo integral

Resumo da oferta

A leading provider of open source software is seeking a Cloud Support Engineer to support customers using Ubuntu. This globally remote role involves solving complex technical issues, providing expert support, and ensuring customer satisfaction. Candidates should have strong Linux support experience and excellent communication skills. Canonical offers a competitive compensation package, including an annual learning budget and opportunities for international travel.

Serviços

USD 2,000 annual learning and development budget

Recognition rewards

Annual leave

Maternity/paternity leave

Employee Assistance Programme

Qualificações

• Hands-on experience supporting Linux systems.
• Strong academic record from high school and university.

Responsabilidades

• Investigating customer-reported issues and resolving complex problems.
• Engaging directly with customers via phone and ticketing systems.

Conhecimentos

English

Troubleshooting

Customer Support

Formação académica

Undergraduate Degree in Technical Field

Ferramentas

KVM

OpenStack

Docker

Kubernetes

Descrição da oferta de emprego

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 enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include leading public cloud and silicon providers, as well as industry leaders across sectors. The company is founder-led, profitable, and growing. We have a distributed team of over 1100 colleagues across more than 75 countries, with few office-based roles. Teams meet in person 2-4 times a year in various global locations to align on strategy and execution.

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 are passionate about open source development and technology, you'll enjoy working with some of the best in the industry.

Our work involves solving complex technical problems, from triaging cloud environment issues to kernel crashes and OS configuration challenges, providing expert-level support and ensuring customer satisfaction. We are expanding rapidly and seek talented problem solvers eager to work on next-generation Ubuntu solutions.

Location:

This is a globally remote role, unless otherwise specified.

The role entails:

• Investigating customer-reported issues through research and escalation.
• Resolving complex customer problems related to Canonical's products.
• Owning support cases to meet SLAs and maximize customer satisfaction by setting appropriate expectations and fulfilling commitments.
• Engaging directly with customers via phone, ticketing systems, and remote sessions.
• Participating in a weekend rotation.
• Contributing to and maintaining knowledge base articles.
• Understanding Ubuntu development processes to set accurate customer expectations regarding timelines.

What are we looking for in you:

• Excellent written and spoken English and presentation skills.
• Strong academic record from high school and university.
• An undergraduate degree in a technical field or a compelling alternative narrative.
• A track record of exceeding expectations to achieve outstanding results.
• Hands-on experience supporting Linux systems, including at least three of the following:
• Virtualization/Cloud (KVM, OpenStack)
• Containers (Docker, LXD/LXC, Kubernetes)
• Storage technologies (block, object, network)
• Networking (bonding, firewall, bridging, switching, TFS tuning, MTU issues)
• Cloud computing expertise in provisioning, monitoring, and orchestration.
• Advanced troubleshooting skills, including Linux integration, log analysis, and escalation procedures.
• Programming fundamentals in any language.
• Extensive customer support experience, with a focus on professionalism, empathy, and expectation management.
• Willingness to travel internationally twice a year for up to two weeks.

What we offer colleagues:

We offer a competitive, performance-driven compensation package, including annual reviews, bonuses, and benefits tailored to local needs globally. Benefits include:

• Distributed work environment with biannual in-person team sprints
• USD 2,000 annual learning and development budget
• Recognition rewards, annual leave, maternity/paternity leave
• Employee Assistance Programme
• Opportunities to travel and meet colleagues in new locations

About Canonical:

Canonical pioneers in open source technology, publishing Ubuntu, a key platform for AI, IoT, and cloud solutions. We recruit globally, uphold high standards, and foster a remote-friendly workplace that encourages innovation and continuous learning.

Canonical is an equal opportunity employer:

We value diversity and are committed to providing a fair application process regardless of background or identity.