Cloud Support Associate Engineer at Canonical

• We are hiring a Cloud Support Associate Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. This role is an opportunity for a hands-on engineer with eagerness to learn, a passion for Linux and cloud technologies to work with some of the best people in the industry at Canonical.
• We regularly solve interesting, technical problems. From triaging complex Cloud environment issues, Linux kernel crashes we've 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. You will be accountable for delivering an outstanding technical support experience on the full cloud technical stack at Canonical. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers.

Location: This is a remote role based in AMER, EMEA or APAC time zones.
The role entails

• Work from your remote home office and provide technical support for employees.
• Be available to take ownership of new cases 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 by setting the right expectations and fulfilling your commitments.
• 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.
• Prioritise your work in order to accomplish the most important and urgent tasks first
• Keep on learning as our products and services grow and evolve
• Understanding Ubuntu development process to be able 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 any opportunities to provide a better service
• Participate in a regular weekend working rotation.

What are we looking for in you

• Bachelors or equivalent four year degree in a technical field from an accredited college or university. Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
• Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files)
• Experience with Linux server administration
• Strong knowledge of Cloud computing concepts (provisioning, monitoring, orchestration, etc.)
• Knowledge or basic hands-on experience on 2 or more of:
  • Virtualization / Cloud
  • Containers
  • Storage technologies
  • Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.
• Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go)
• 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 (KVM, Virtual Box, VMWare)
• Experience with other open-source desktop technologies
• Active contribution to open-source projects/forum/code