Cloud Support Associate Engineer

4 days ago


Miami, Florida, United States Canonical - Jobs Full time
Job Title: Cloud Support Associate Engineer

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

Key Responsibilities:
  • Provide technical support to customers via telephone, email, and web
  • Act as an internal customer advocate, keeping them updated in a timely manner
  • Ensure that each support case 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 work to accomplish the most important and urgent tasks first
  • Keep on learning as our products and services grow and evolve
  • Understand 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 degree in a technical field from an accredited college or university
  • Experience with Linux troubleshooting and server administration
  • Strong knowledge of Cloud computing concepts
  • Knowledge or basic hands-on experience with virtualization, 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
What We Offer:
  • Distributed work environment with twice-yearly team sprints in person
  • Personal learning and development budget of USD 2,000 per year
  • Annual compensation review
  • Recognition rewards
  • Annual holiday leave
  • Maternity and paternity leave
  • Employee Assistance Programme
  • Opportunity to travel to new locations to meet colleagues
  • Priority Pass, and travel upgrades for long haul company events
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. Whatever your identity, we will give your application fair consideration.



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