Cloud Support Associate Engineer

2 days ago

Boston, Massachusetts, United States Canonical Full time
Job Summary

Canonical is seeking a skilled Cloud Support Associate Engineer to join our team. As a key member of our support team, you will be responsible for providing technical support to customers leveraging Ubuntu and open source products.

This is a remote role based in AMER, EMEA, or APAC time zones. You will work from your home office and provide technical support to employees via telephone, email, and web.

Key Responsibilities:

  • Provide technical support for employees via telephone, email, and web
  • Act as an internal customer advocate, keeping them updated in a timely manner
  • Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction
  • Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers
  • Draft and distribute technical notices for internal and external communication
  • Prioritize your work to accomplish the most important and urgent tasks first
  • Keep on learning as our products and services grow and evolve
  • Understand the Ubuntu development process to set customer expectations correctly on timeline for a fix
  • Maintain regular communication and information exchange with the rest of the team, locally and remotely
  • Identify and suggest opportunities to provide a better service
  • Participate in a regular weekend working rotation

Requirements:

  • Bachelor's or equivalent four-year degree in a technical field from an accredited college or university
  • Experience with Linux troubleshooting, including collecting logs and stack traces, and fine-tuning by editing configuration files
  • Experience with Linux server administration
  • Strong knowledge of Cloud computing concepts, including provisioning, monitoring, and orchestration
  • Knowledge or basic hands-on experience with 2 or more of the following: virtualization/cloud, containers, storage technologies, and networking
  • Programming fundamentals in any language
  • Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job
  • Strong written and verbal English communication skills
  • Ability to travel
  • Background check required

Nice-to-Have Skills:

  • Experience supporting virtualized environments
  • Experience with other open-source desktop technologies
  • Active contribution to open-source projects/forum/code

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.

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.

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