Cloud Support Engineer

Canonical; Chicago (IL); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading open source software provider seeks a Cloud Support Engineer to support customers utilizing Ubuntu and open source products. The role involves resolving complex cloud issues, engaging with customers, and contributing to knowledge base articles. Ideal candidates will have strong technical skills, a background in Linux systems, and excellent communication abilities. Canonical offers a distributed work environment with opportunities for learning and development.

Benefits

Annual learning and development budget of USD 2,000

Annual compensation review and performance bonuses

Maternity/paternity leave

Employee Assistance Programme

Travel opportunities

Qualifications

• Hands-on experience supporting Linux systems.
• History of exceeding expectations to achieve results.
• Willingness to travel internationally twice a year.

Responsibilities

• Investigating customer-reported issues through research.
• Resolving complex customer problems related to Canonical's products.
• Engaging directly with customers via phone and remote sessions.

Skills

English

Troubleshooting

Customer Support

Cloud Computing

Education

Undergraduate degree in a technical field

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, as well as industry leaders across sectors. 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, you'll enjoy working with some of the industry's best at Canonical.

We solve interesting technical problems, from triaging complex cloud issues and Linux kernel crashes to OS configuration and root cause analysis. We are expanding rapidly and seek talented problem solvers passionate about next-generation Ubuntu solutions.

Location: This is a globally remote role, unless specified otherwise.

The role entails:

1. Investigating customer-reported issues through research and escalation.
2. Resolving complex customer problems related to Canonical's products.
3. Owning support cases to ensure high customer satisfaction within SLA, setting 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.
7. Understanding Ubuntu development processes to set accurate customer expectations on timelines.

What are we looking for in you:

• Excellent written and spoken English, with strong presentation skills.
• Outstanding academic record from high school through university.
• An undergraduate degree in a technical field or a compelling alternative narrative.
• A history of exceeding expectations to achieve results.
• 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 Linux integration, logs analysis, and bug escalation.
• Programming fundamentals in any language.
• Extensive customer support experience, prioritizing customer needs and clear communication.
• Willingness to travel internationally twice a year for up to two weeks.

What we offer colleagues:

• Distributed work environment with biannual in-person team sprints.
• USD 2,000 annual learning and development budget.
• Annual compensation review and performance bonuses.
• Additional benefits reflecting our values, including leave, maternity/paternity leave, Employee Assistance Programme, travel opportunities, and more.

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 uphold high standards of excellence. Working here means thinking differently, working smarter, and continuous learning.

Canonical is an equal opportunity employer: We foster a workplace free from discrimination, valuing diversity of experience, perspectives, and backgrounds.