Cloud Support Engineer

Canonical; Atlanta (GA); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Cloud Support Engineer to join their dynamic team. This globally remote role offers the chance to tackle technical challenges in cloud environments and Linux systems. You will engage directly with customers, ensuring satisfaction while solving complex issues related to open source products. With a focus on continuous learning and professional development, this position promises a rewarding career path within a company that values innovation and diversity. If you are passionate about technology and customer service, this opportunity is perfect for you.

Benefits

Annual Learning Budget

Performance Bonuses

Flexible Work Environment

Parental Leave

Employee Assistance Programme

Recognition Rewards

Holiday Leave

Opportunities for International Travel

Qualifications

• Hands-on experience supporting Linux systems and cloud environments.
• Strong background in customer support with excellent communication skills.

Responsibilities

• Investigating and resolving customer-reported issues.
• Owning support cases and ensuring high customer satisfaction.

Skills

Linux Systems Support

Cloud Computing

Troubleshooting Skills

Customer Support

Programming Fundamentals

English Communication

Education

Degree in Technical Field

High School Diploma

Tools

KVM

OpenStack

Docker

Kubernetes

Job description

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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 top public cloud and silicon providers, along with industry leaders across sectors. The company is founder-led, profitable, and growing, with a distributed team of over 1100 colleagues in 75+ countries, mostly working remotely with occasional in-person meetings.

We are hiring a Cloud Support Engineer to support customers leveraging Ubuntu and open source products. If you are passionate about open source development and technology, you will enjoy working with some of the best in the industry at Canonical.

Our team regularly tackles technical challenges, from troubleshooting complex cloud environments and Linux kernel crashes to OS configuration issues and root cause analysis. We are expanding rapidly and seek talented problem solvers passionate about developing Ubuntu solutions for our customers.

Location:

This is a globally remote role, unless otherwise specified.

Responsibilities include:

1. Investigating customer-reported issues through research and escalation.
2. Resolving complex problems related to Canonical's products.
3. Owning support cases and ensuring high customer satisfaction within SLA, setting correct expectations, and fulfilling commitments.
4. Engaging directly with customers via phone, ticketing, and remote sessions.
5. Participating in a weekend rotation.
6. Contributing to and maintaining knowledge base articles for shared learning.
7. Understanding Ubuntu development processes to set realistic customer expectations on fixes.

What we look for:

1. Excellent written and spoken English and presentation skills.
2. Strong academic background from high school and university.
3. Degree in a technical field or relevant alternative experience.
4. Proven track record of exceeding expectations.
5. Hands-on experience supporting Linux systems, including at least three of: virtualization/cloud (KVM, OpenStack), containers (Docker, LXD/LXC, Kubernetes), storage (block, object, network), networking (bonding, firewalling, bridging).
6. Cloud computing skills in provisioning, monitoring, and orchestration.
7. Advanced troubleshooting skills, including Linux integration, log analysis, and bug escalation.
8. Programming fundamentals in any language.
9. Extensive customer support experience, with a focus on professional communication and expectation management.
10. Willingness to travel internationally twice a year for up to two weeks.

What we offer:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and performance bonuses.
• Various benefits reflecting our values and local needs.
• Recognition rewards, holiday leave, parental leave, Employee Assistance Programme.
• Opportunities to travel and meet colleagues globally.

About Canonical:

Canonical pioneers open source innovation, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and foster a remote-first culture since 2004. Working here challenges you to think differently, learn continuously, and excel.

Equal Opportunity Employer:

We celebrate diversity and are committed to creating an inclusive environment for all applicants.