Canonical
Cloud Support Engineer (London UK office)
Remote Support Engineering role with clear candidate location fit.
PostedRecently added
Eligible countries1 accepted country
Seniority signalOpen level
Work settingRemote
Accepted candidate locations
United Kingdom
Role overview
Cloud Support Engineer (London UK office)
Requirements and responsibilities
Readable role content extracted into sections for faster review.
The role entails
- 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.
What are we looking for in you
- Professional written and spoken English with excellent presentation skills
- Exceptional academic track record from both high school and university
- Undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path
- Track record of going above-and-beyond expectations to achieve outstanding results
- Work from our new, state of the art London, UK office and provide technical support for employees.
- Familiarize with and own the technical infrastructure supporting the office and the stack supporting events and customer demos.
- Provide technical onboarding support for new employees.
- Provide technical and infrastructure support during office events.
- Identify and suggest any opportunities to provide a better service
- Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files)
- Experience with Linux integration with other environments (authentication/directory services, network file systems, etc.)
- Hands-on and working experience in supporting Linux systems including any 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.).
- 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.).
- Ability to learn quickly, thrive on change and handle the pressure of a customer facing job
- Programming fundamentals in any language.
- Ability to travel internationally twice a year for company events up to two weeks long
- Extensive Customer support experience is key: Customer needs are top priority. Communicate professionally, emphatically, clearly and set the right expectations.
- Customer needs are top priority.
- Communicate professionally, emphatically, clearly and set the right expectations.
Details
- 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.).
- Customer needs are top priority.
- Communicate professionally, emphatically, clearly and set the right expectations.
What we offer colleagues
- 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
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