Cloud Support Engineer

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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 breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the worlds leading public cloud and silicon providers, and industry leaders in many sectors.

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. We regularly solve interesting, technical problems. From triaging complex Cloud environment issues, Linux kernel crashes weve never seen before to OS configuration issues and root cause analysis, we provide an expert?level of support and satisfaction to our peer groups and customers. We are rapidly expanding and are looking for talented problem solvers with a passion for working on the next generation of Ubuntu solutions for our customers.

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

Role Responsibilities

• Investigate issues reported by customers by researching and escalating issues.
• Work to resolve complex customer problems related to Canonical's portfolio of products.
• Ownership of results : Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
• Engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues.
• Participate in a regular weekend working rotation.
• Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
• Understand Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.

Qualifications

Programming fundamentals in any language.

Benefits

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open?source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Equal Opportunity Employer

Canonical is an equal opportunity employer. We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.

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