Cloud Support Engineer

Canonical; Seattle (WA); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading provider of open source software is seeking a Cloud Support Engineer to assist customers using Ubuntu and open source products. The role involves resolving customer issues, engaging directly with clients, and contributing to knowledge base articles. Ideal candidates will have strong communication skills, technical expertise in Linux systems, and a passion for open source technology.

Benefits

Competitive worldwide compensation

Annual reviews

Performance bonuses

Learning budgets

Holiday leave

Parental leave

Employee assistance

Travel opportunities

Qualifications

• Excellent written and spoken English skills.
• Hands-on experience supporting Linux systems.
• Customer support experience with professional communication.

Responsibilities

• Investigate customer-reported issues and resolve complex problems.
• Engage directly with customers via phone and ticketing.
• Contribute to and maintain knowledge base articles.

Skills

English

Customer support

Troubleshooting

Programming fundamentals

Education

Degree in a technical field

Tools

KVM

OpenStack

Docker

Kubernetes

Networking

Job description

Join to apply for the Cloud Support Engineer role at Canonical

About 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 worldwide. We have a distributed team of over 1100 colleagues across more than 75 countries, with few office-based roles. We meet in person 2-4 times a year in various international locations to align on strategy and execution.

Role Overview

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 thrive working with some of the best in the industry at Canonical.

Responsibilities

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

Qualifications

1. Excellent written and spoken English skills.
2. Strong academic record from high school and university.
3. Degree in a technical field or a compelling alternative narrative.
4. Proven track record of exceeding expectations.
5. 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, switching, FST, MTU issues)

Cloud computing skills in provisioning, monitoring, and orchestration.

Advanced troubleshooting skills, including Linux integration, log analysis, and bug escalation.

Programming fundamentals in any language.

Customer support experience, with a focus on professional communication, empathy, and expectation management.

Willingness to travel internationally twice a year for up to two weeks.

What We Offer

Competitive worldwide compensation, annual reviews, performance bonuses, and benefits such as learning budgets, holiday leave, parental leave, employee assistance, travel opportunities, and more. Our work environment is distributed, with in-person team sprints twice a year.

Additional Information

Location: Remote (unless otherwise specified). Seniority level: Entry level. Employment type: Full-time. Industry: Software Development. Job function: Information Technology.