Cloud Support Engineer

Canonical; Philadelphia (Philadelphia County); Remote; USD 60,000 - 100,000; Full time

Job summary

An established leader in open source software is seeking a Cloud Support Engineer to join a globally distributed team. In this role, you'll leverage your technical expertise to solve complex issues related to Ubuntu and open source products, ensuring customer satisfaction. With a focus on cloud technologies, virtualization, and containers, you'll engage directly with customers to provide exceptional support. The company offers a dynamic work environment with opportunities for professional growth, including an annual learning budget and performance bonuses. If you have a passion for technology and a commitment to excellence, this is the perfect opportunity for you.

Benefits

Annual Learning Budget

Performance Bonuses

Distributed Work Environment

In-Person Team Sprints

Flexible Work Hours

Qualifications

• Hands-on experience supporting Linux systems and cloud technologies.
• Excellent communication skills and customer support experience.

Responsibilities

• Investigate and resolve customer-reported issues effectively.
• Manage support cases to meet SLAs and ensure satisfaction.

Skills

Linux Systems Support

Cloud Computing

Troubleshooting Skills

Customer Support

Programming Fundamentals

Virtualization/Cloud (KVM, OpenStack)

Containers (Docker, Kubernetes)

Networking

Log Analysis

Communication Skills

Education

Degree in Technical Field

High School Diploma

Tools

Docker

Kubernetes

OpenStack

KVM

LXD/LXC

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 leading public cloud and silicon providers, and industry leaders across sectors. The company is founder-led, profitable, and growing, with a global distributed team of over 1100 colleagues in 75+ countries.

We are hiring a Cloud Support Engineer to support 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 industry experts at Canonical.

The role involves solving technical issues, from cloud environment problems to kernel crashes, providing expert support and customer satisfaction. We are expanding and seek talented problem solvers interested in the next generation of 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. Manage support cases to meet SLAs and ensure customer satisfaction.
4. Engage directly with customers via phone, tickets, and remote sessions.
5. Participate in weekend rotation support.
6. Contribute to and maintain knowledge base articles.
7. Understand Ubuntu development to set accurate customer expectations on timelines.

Qualifications:

• Excellent English communication skills.
• Strong academic background from high school and university.
• 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: virtualization/cloud (KVM, OpenStack), containers (Docker, LXD/LXC, Kubernetes), storage, networking.
• Cloud computing skills in provisioning and orchestration.
• Advanced troubleshooting skills, including log analysis and bug escalation.
• Programming fundamentals.
• Customer support experience, prioritizing customer needs and professional communication.
• 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 $2,000.
• Regular compensation reviews and performance bonuses.
• Additional benefits aligned with company values.

About Canonical:

Canonical pioneers in open source, publishing Ubuntu, a key platform for AI, IoT, and cloud. We hire globally, uphold high standards, and promote excellence. Most colleagues work remotely, fostering a future-oriented work culture.

Equal Opportunity:

We are committed to diversity and inclusion, providing fair consideration regardless of background or identity.