Cloud Support Engineer

• 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.
• Understanding Ubuntu development process to be able to set customer expectations correctly on timeline for a fix.
  

Background check required

What are we looking for in you

• Excellent verbal and written communication skills in English.
• Hands-on experience supporting Linux systems including 2 or more of:
  • Virtualization / Cloud - primarily using KVM or OpenStack.
  • Containers - especially with Docker, LXD/LXC, or Kubernetes.
  • Storage technologies - block, object and network.
  • Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.)
• Linux integration with other environments (authentication/directory services, network file systems, etc.)
• Cloud computing (provisioning, monitoring, orchestration, etc.)
• Troubleshooting experience:
  • Basic reading of stack traces to be able to search for duplicates, escalate to the correct team.
  • Understand OS and Application level bugs and advise on next steps
  • Programming fundamentals in any language.
• Customer support experience:
  • Customer needs are top priority
  • Communicate clearly and set the right expectations.
• Ability to travel