Cloud Support Engineer

Canonical; Boston (MA); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Cloud Support Engineer to join their innovative team. This role involves solving complex technical problems, supporting customers using Ubuntu and open-source products, and ensuring high satisfaction levels. The company promotes a remote-first culture, allowing you to work from anywhere while collaborating with talented professionals globally. You'll have opportunities for travel and professional development, making this position ideal for those passionate about technology and customer service.

Benefits

Annual Learning Budget of USD 2,000

Biannual Team Sprints

Regular Compensation Reviews

Recognition Rewards

Holiday Leave

Maternity/Paternity Leave

Employee Assistance Programs

Travel Opportunities

Qualifications

• Experience in supporting Linux systems and cloud technologies.
• Strong written and spoken English with excellent presentation skills.

Responsibilities

• Investigate and resolve customer-reported issues related to Canonical’s products.
• Engage with customers through various channels to ensure satisfaction.

Skills

Linux Systems Support

Cloud Computing

Advanced Troubleshooting

Customer Support

Programming Fundamentals

Networking

Virtualization/Cloud

Containers

Education

Degree in Technical Field

Strong Academic Record

Tools

KVM

OpenStack

Docker

Kubernetes

Job description

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 top public cloud and silicon providers, and industry leaders across sectors. We have a global, distributed team of over 1100 colleagues in more than 75 countries, with few office-based roles. Teams meet a few times a year in interesting locations worldwide to align on strategy and execution.

The company is founder-led, profitable, and growing.

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.

We solve complex technical problems regularly, from triaging cloud environment issues and Linux kernel crashes to OS configuration issues and root cause analysis. 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 specified otherwise.

Responsibilities:

1. Investigate customer-reported issues through research and escalation.
2. Resolve complex problems related to Canonical’s products.
3. Own your support cases, ensuring high customer satisfaction within SLAs by setting expectations and fulfilling commitments.
4. Engage directly with customers via phone, ticketing, and remote sessions.
5. Participate in a weekend rotation.
6. Contribute to and maintain knowledge base articles.
7. Understand Ubuntu development processes to set realistic customer expectations on timelines.

Qualifications:

• Excellent written and spoken English, with strong presentation skills.
• Outstanding academic record from high school and university, or a compelling alternative narrative.
• Degree in a technical field or equivalent experience.
• Proven track record of exceeding expectations.
• 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, firewalling, bridging, etc.)
• Cloud computing skills in provisioning and orchestration.
• Advanced troubleshooting skills, including navigation of logs and logs analysis.
• Programming fundamentals in any language.
• Customer support experience with a focus on customer needs and professional communication.
• Willingness to travel internationally twice a year for up to two weeks.

Benefits:

• Distributed work environment with biannual in-person team sprints.
• Annual learning and development budget of USD 2,000.
• Regular compensation reviews.
• Recognition rewards, holiday leave, maternity/paternity leave, and employee assistance programs.
• Travel opportunities and upgrades for company events.

About Canonical:

Canonical is a pioneering open source tech firm, publisher of Ubuntu, and leader in AI, IoT, and cloud platforms. We recruit globally and maintain high standards for excellence. Our remote-first culture has been in place since 2004. Working here challenges you to think differently, learn new skills, and innovate.

Equal Opportunity Employer:

We promote diversity and are committed to a workplace free from discrimination. All applications are considered fairly regardless of background or identity.