Cloud Support Engineer

Coinscapture; California, Northern (MO, KY); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

USD 2,000 learning budget

Annual compensation review

Recognition rewards

Job summary

Canonical seeks a Cloud Support Engineer for a globally remote role focused on supporting customers using Ubuntu and open source products. You will solve technical roadblocks, translate complex Linux issues into clear, human guidance, and build strong customer relationships across remote sessions.

You will collaborate with internal engineering teams, own your cases with integrity, and contribute to Ubuntu lifecycle guidance and knowledge sharing.

Qualifications

• Excellent written and spoken English with the ability to explain complex topics clearly and empathetically.
• Strong customer focus and a genuine willingness to help others.
• Academic track record and demonstrated learning ability in technical subjects.
• Undergraduate degree in a technical field or a compelling alternative path with hands-on exposure.

Responsibilities

• Empathetic engagement with customers across remote sessions and live conversations.
• Collaborate with internal engineering teams to bridge code fixes and customer satisfaction.
• Own support cases with clear communication of commitments and timelines.
• Develop Ubuntu lifecycle guidance and share knowledge with the open source community.
• Author and maintain knowledge base articles to uplift the wider user base.
• Participate in a regular weekend working rotation to ensure global coverage.

Skills

English communication

Empathy

Analytical thinking

Problem solving

Customer focus

Team collaboration

Education

Bachelor's degree in a technical subject

Undergraduate degree or compelling alternative path

Tools

Linux

Docker

KVM/OpenStack

Networking basics

Job description

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. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

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. If you have an affinity for open source development and a passion for technology, then you will enjoy working with some of the best people in the industry at Canonical.

While our engineers regularly solve deeply interesting, complex technical problems - from triaging cloud environments to root-cause analysis on unseen Linux kernel crashes - this is fundamentally a role rooted in human connection. You will act as a trusted peer and technical guide to external engineering teams, translating intricate open-source challenges into clear, empathetic solutions. We are rapidly expanding and looking for brilliant problem solvers who are just as passionate about building strong, collaborative relationships with customers as they are about the next generation of Canonical solutions.

Location: This is a globally remote role.

The role entails

• Empathetic Engagement: Partner directly with customers across remote sessions, ticketing,, and live conversations to deeply understand and resolve their technical roadblocks.
• Collaborative Problem Solving: Work hand-in-hand with internal engineering teams and regional peer groups to bridge the gap between complex code fixes and real-world customer satisfaction.
• True Ownership: Manage your support cases with a strong sense of personal integrity, ensuring commitments are honored and customer expectations are communicated transparently and predictably.
• Ubuntu Lifecycle Guidance: Develop a rich understanding of the Ubuntu development process, empowering you to give customers clear, human context regarding timelines for engineering fixes.
• Knowledge Advocacy: Author and maintain accessible knowledge base articles, ensuring lessons learned are shared openly to elevate the entire open-source community.
• Operational Reliability: Participate in a regular weekend working rotation to maintain seamless, high-touch continuity of care for our global partners.

What are we looking for in you

• Communication Excellence: Exceptional written and spoken English, with a natural ability to convey technical complexity clearly, warmly, and compellingly.
• The Soft-Skill Edge: A genuine passion for helping people, paired with the emotional intelligence to navigate high-stakes technical situations with composure and empathy.
• Academic Dedication: Exceptional academic track record from both high school and university.
• Educational Background: An undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path.
• Driven Mindset: A proven track record of going above-and-beyond expectations to deliver meaningful, outstanding results for teams or customers.
• Linux & Cloud Familiarity: Practical, hands-on experience supporting Linux systems, with an exposure to three or more of the following:
  • Virtualization & Cloud: Using KVM or OpenStack.
  • Containers: primarily Docker, LXD/LXC, or Kubernetes.
  • Storage Ecosystems: Block, object, and network storage technologies.
  • System Networking: Navigating bonding, firewalls, bridging, switching, or MTU tuning.
• Analytical Curiosity: A strong troubleshooting mindset—the ability to look into stack traces or logs, identify OS/application-level bugs, and strategically guide the customer through next steps.
• Development Fundamentals: Basic programming logic in any language to help parse code and collaborate effectively with Canonical Engineering teams.

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

What we offer colleagues

• Distributed work environment with twice-yearly team sprints in person
• Personal learning and development budget of USD 2,000 per year
• Annual compensation review
• Recognition rewards
• Annual holid...