Cloud Support Engineer

Canonical
Anywhere
Workplace: RemoteFull timeFunction: Product ManagementEducation: bachelorsSkills: ["Problem-solving","Customer focus","Communication","Troubleshooting","Collaboration"]

Support customers leveraging Ubuntu and open source products by investigating, researching, and escalating complex cloud, Linux, and OS issues. You’ll work directly with customers via phone, tickets, and remote sessions to resolve problems while maintaining SLA ownership and customer satisfaction. The role includes contributing to and maintaining a knowledge base, understanding Ubuntu development timelines, and rotating through a regular weekend support schedule.

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Canonical
Canonical
5 years ago

Cloud Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Support customers leveraging Ubuntu and open source products by investigating, researching, and escalating complex cloud, Linux, and OS issues. You’ll work directly with customers via phone, tickets, and remote sessions to resolve problems while maintaining SLA ownership and customer satisfaction. The role includes contributing to and maintaining a knowledge base, understanding Ubuntu development timelines, and rotating through a regular weekend support schedule.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Investigate customer-reported issues by researching, escalating, and resolving complex problems across Canonical’s product portfolio.
  • •Own support cases to ensure SLA compliance and the highest possible customer satisfaction by setting expectations and fulfilling commitments.
  • •Engage directly with customers using phone, ticketing systems, and remote sessions to drive issue resolution.
  • •Participate in a regular weekend working rotation.
  • •Contribute to and maintain the knowledge base, sharing lessons learned and keeping timelines aligned with Ubuntu development processes.
Travel: Low travel

Pay and Benefits

Perks:Learning BudgetPaid LeaveParental LeaveEmployee AssistanceTravel Allowance

Key Requirements

  • •Professional written and spoken English with excellent presentation skills.
  • •Hands-on, extensive experience supporting Linux systems with 3+ years in areas including virtualization/cloud (KVM or OpenStack).
  • •Experience with containers (Docker, LXD/LXC, or Kubernetes) and storage technologies (block, object, network).
  • •Advanced troubleshooting skills, including interpreting stack traces/logs and advising on next steps.
  • •Extensive customer support experience focused on communicating clearly, setting expectations, and prioritizing customer needs.
Experience:Open source
Education:Bachelor's in technical subject
Skills:Problem-solvingCustomer focusCommunicationTroubleshootingCollaboration
Languages:English
Tech Stack:UbuntuOpenStackKubernetesDockerLXDLXCKVMLinuxStorage technologiesNetworkingMTUNFS

Company Brief

Canonical
Develops and maintains Ubuntu, a leading open-source Linux distribution, and provides cloud, IoT, and enterprise support, tooling, and services to enable deployment, management, and security of infrastructure and applications.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Bootstrapped
Headquarters: London, United Kingdom
Founded: 2004
WebsiteLinkedIn