Cloud Support Engineer, Japan

Canonical Group Ltd; México; A distancia; MXN 1,289,000 - 1,659,000; Jornada completa

Descripción de la vacante

A leading tech firm is seeking a Cloud Support Engineer to work remotely, assisting customers with Ubuntu and open-source products. Your role will involve troubleshooting complex issues and ensuring high customer satisfaction. The ideal candidate must have excellent communication skills in English and Japanese, along with hands-on experience in supporting Linux systems. Compensation includes an annual review and a personal development budget.

Servicios

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

Annual compensation review

Remote work flexibility

Formación

• JLPT N1 preferred for non-native Japanese speakers.
• Track record of exceeding expectations to achieve results.
• Extensive customer support experience.

Responsabilidades

• Investigate and escalate customer-reported issues.
• Resolve complex problems related to Canonical’s products.
• Engage with customers through various communication methods.

Conocimientos

Excellent verbal and written communication skills in both English and Japanese

Hands-on experience in supporting Linux systems

Advanced troubleshooting experience

Programming fundamentals in any language

Educación

Undergraduate degree in a technical subject

Exceptional academic track record

Herramientas

Cloud computing expertise

Virtualization

Containers

Descripción del empleo

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT.

The company is founder led, profitable and growing. 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.

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.

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

The role entails

• 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.
• Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
• Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.

What are we looking for in you

• Excellent verbal and written communication skills in both English and Japanese
• JLPT N1 preferred for non native Japanese speakers
• 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, Containers, Storage technologies, Networking, Cloud computing expertise.
• Advanced troubleshooting experience and solid understanding of OS and Application level bugs.
• Programming fundamentals in any language and extensive Customer support experience.

What we offer colleagues

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission.

• Distributed work environment with twice-yearly team sprints in person
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review and recognition rewards
• Annual holiday leave and maternity and paternity leave
• Employee Assistance Programme and opportunity to travel to new locations to meet colleagues

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. Canonical is an equal opportunity employer.