Cloud Support Engineer, Japan

TN United Kingdom; London; Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a Cloud Support Associate Engineer passionate about Linux and cloud technologies. This role offers the chance to tackle complex technical challenges and provide expert support for customers using open-source products. You'll be responsible for managing support cases, ensuring high customer satisfaction, and contributing to knowledge sharing within the team. With a fully remote working environment and a commitment to personal development, this position promises a dynamic and rewarding career path for tech enthusiasts eager to learn and grow.

Benefits

Fully remote working environment

Personal learning and development budget

Annual compensation review

Recognition rewards

Annual holiday leave

Employee Assistance Programme

Opportunity to travel to new locations

Priority Pass for travel upgrades

Qualifications

• Experience with Linux server administration and troubleshooting.
• Strong knowledge of cloud computing and virtualization technologies.

Responsibilities

• Provide technical support for cloud environments and Linux issues.
• Contribute to knowledge base and maintain customer communication.

Skills

Linux troubleshooting

Cloud computing concepts

Customer service

Strong English communication

Strong Japanese communication

Education

Bachelor's degree in Computer Science

Bachelor's degree in Electrical Engineering

Tools

KVM

VMWare

VirtualBox

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 an expert level of 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 your 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 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.
5. Contribute new knowledge base articles and maintain existing articles, 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 on learning as our products and services grow and evolve.
9. Understand the Ubuntu development process to set customer expectations correctly on timelines for fixes.
10. Maintain regular communication and information exchange with the rest of 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 on 2 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 geographical location, level of experience, knowledge, and skills. In addition to the benefits below, certain roles are also eligible for additional benefits and rewards including annual bonuses and sales incentives based on revenue or utilization. Our compensation philosophy is to ensure equity across our global workforce.

In addition to a competitive base pay, we provide all team members with additional benefits, which reflect our values and ideals. Please note that additional benefits may apply depending on the work location, and for more information, you can ask in the later stages of the recruitment process.

• Fully remote working environment - we've been working remotely since !
• Personal learning and development budget of $2,000 per annum.
• Annual compensation review.
• Recognition rewards.
• Annual holiday leave.
• Employee Assistance Programme.
• Opportunity to travel to new locations to meet colleagues at 'sprints'.
• Priority Pass for travel and travel upgrades for long-haul company events.