Cloud Support Engineer, Japan

Canonical; London; Remote; GBP 45,000 - 65,000; Full time

Job summary

Canonical offers an opportunity as a Cloud Support Associate Engineer, where you'll tackle complex technical challenges, deliver crucial support in Cloud environments, and contribute to the use of open-source technologies. Ideal candidates will have a Bachelor’s degree in a technical field and strong Linux experience.

Benefits

Fully remote working environment

Personal learning and development budget of $2,000 USD per annum

Annual compensation review

Employee Assistance Programme

Qualifications

• Bachelor's or equivalent degree in a technical field.
• Experience with Linux server administration.
• Strong written and verbal English and Japanese communication skills.

Responsibilities

• Provide technical support for Cloud environment issues and OS configuration.
• Own and manage support cases from qualification to resolution.
• Contribute to knowledge base articles and ensure client satisfaction.

Skills

Linux troubleshooting

Cloud computing concepts

Technical communication

Education

Bachelor's degree in Computer Science or equivalent

Tools

Virtualization technologies

Containers

Networking technologies

Job description

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This role is an opportunity for a hands-on engineer with a passion for Linux and cloud technologies to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. If you have a passion for technology and an eagerness to learn, then you will enjoy working with some of the best people in the industry at Canonical.

The role of a Cloud Support Associate Engineer at Canonical

We regularly solve interesting, technical problems. From triaging complex Cloud environment issues, Linux kernel crashes we've never seen before, to OS configuration issues and root cause analysis, we provide expert-level support and satisfaction to our peer groups and customers.

You will be accountable for delivering an outstanding technical support experience on the full cloud technical stack at Canonical. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to colleagues or involve senior engineers.

Location: This is a remote role, based anywhere in Japan.

What your day will look like

1. Work from your remote home office and provide technical support for employees.
2. Be available to take ownership of new cases via telephone, email, and web.
3. Act as an internal customer advocate, keeping them updated in a timely manner.
4. Ensure each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest customer satisfaction by setting the right expectations and fulfilling commitments.
5. Contribute to new knowledge base articles and maintain existing ones, ensuring shared knowledge and lessons learned are available to customers.
6. Draft and distribute technical notices for internal and external communication.
7. Prioritize your work to accomplish the most important and urgent tasks first.
8. Keep learning as our products and services grow and evolve.
9. Understand Ubuntu development process to set customer expectations correctly on timelines for fixes.
10. Maintain regular communication and information exchange with the team, locally and remotely.
11. Identify and suggest opportunities to provide better service.

Background check required.

What are we looking for in you

• Bachelor's or equivalent four-year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
• Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files).
• Experience with Linux server administration.
• Strong knowledge of Cloud computing concepts (provisioning, monitoring, orchestration, etc.).
• Knowledge or basic hands-on experience in two or more of: Virtualization / Cloud, Containers, Storage technologies, Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.).
• Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
• Strong written and verbal English communication skills.
• Strong written and verbal Japanese communication skills. JLPT N1 is preferred for non-native speakers.
• Ability to travel.

Additional skills that you might also bring

• Experience supporting virtualized environments (KVM, VirtualBox, VMWare).
• Experience with other open-source desktop technologies.
• Active contribution to open-source projects, forums, or code.

What we offer you

Your base pay will depend on various factors including your location, experience, knowledge, and skills. In addition to benefits, roles may include bonuses and incentives based on revenue or utilization. Our compensation philosophy promotes equity across our global workforce.

We provide additional benefits such as:

• Fully remote working environment.
• Personal learning and development budget of $2,000 USD per annum.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave.
• Employee Assistance Programme.
• Opportunities to travel for company events.
• Travel upgrades for long-haul events.