Cloud Support Engineer

Canonical; Charlotte (NC); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Cloud Support Engineer to join their remote team. This role offers the opportunity to work with cutting-edge open source technologies, focusing on Ubuntu and cloud solutions. You will engage with customers, resolve complex technical issues, and contribute to knowledge base articles. The ideal candidate will possess strong Linux support skills and a passion for open source development. With generous learning budgets and a commitment to employee well-being, this position promises a rewarding career path in a dynamic and diverse environment.

Benefits

Annual Learning Budget of USD 2,000

Generous Leave Policies

Employee Assistance Programme

Opportunities for Travel

Distributed Work Environment

Qualifications

• Degree in a technical field or equivalent experience required.
• Hands-on experience supporting Linux systems and cloud technologies.

Responsibilities

• Investigate and escalate customer-reported issues effectively.
• Resolve complex problems related to Canonical's products.

Skills

Linux System Support

Cloud Computing

Troubleshooting

Customer Support

Programming Fundamentals

Networking Skills

Virtualization/Cloud (KVM, OpenStack)

Containers (Docker, LXD/LXC, Kubernetes)

Education

Technical Degree or Equivalent Experience

Outstanding 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 initiatives such as public cloud, data science, AI, engineering innovation, and IoT. Our customers include major public cloud and silicon providers, and industry leaders across sectors. The company is founder-led, profitable, and growing, with a distributed team of over 1100 colleagues in more than 75 countries.

We are hiring a Cloud Support Engineer to support the technical needs of 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 industry professionals at Canonical.

The role involves solving technical problems such as cloud environment issues, Linux kernel crashes, OS configuration, and root cause analysis. We are expanding rapidly and seek talented problem solvers for next-generation Ubuntu solutions.

Location:

This is a globally remote role, unless specified otherwise.

Responsibilities include:

1. Investigate and escalate customer-reported issues.
2. Resolve complex problems related to Canonical's products.
3. Own support cases to meet SLAs and ensure customer satisfaction.
4. Engage with customers via phone, tickets, and remote sessions.
5. Participate in weekend support rotations.
6. Contribute to and maintain knowledge base articles.
7. Understand Ubuntu development processes to set accurate customer expectations.

Qualifications:

• Excellent written and spoken English with strong presentation skills.
• Outstanding academic record from high school and university.
• Degree in a technical field or equivalent experience.
• Proven ability to exceed expectations and achieve results.
• Hands-on experience supporting Linux systems, including:
• Virtualization/Cloud (KVM, OpenStack)
• Containers (Docker, LXD/LXC, Kubernetes)
• Storage technologies
• Networking (firewalling, bridging, MTU issues)
• Cloud computing skills in provisioning and orchestration.
• Advanced troubleshooting skills, including log analysis and bug understanding.
• Programming fundamentals in any language.
• Customer support experience with a focus on excellent communication and expectation setting.
• Ability to travel internationally twice a year for up to two weeks.

What we offer:

• Distributed work environment with biannual in-person team sprints.
• Annual learning and development budget of USD 2,000.
• Regular compensation reviews and recognition rewards.
• Generous leave policies, including maternity and paternity leave.
• Employee Assistance Programme.
• Opportunities for travel and global collaboration.

About Canonical:

Canonical is a pioneering open source company behind Ubuntu, shaping the future of software with a global, diverse team. Working here means thinking differently, working smarter, and continuous learning.

Equal Opportunity Employer:

We promote diversity and are committed to a workplace free from discrimination. All qualified applicants will receive fair consideration.