Cloud Support Associate Engineer

1 week ago

London, Greater London, United Kingdom Canonical Full time

We are seeking a highly skilled Cloud Support Associate Engineer to join our team at Canonical. This is a unique opportunity for a technical expert with a passion for Linux and cloud technologies to build a career with a leading company in the industry.

Job Description:

This role involves providing exceptional technical support to customers leveraging Ubuntu and open-source products. As a Cloud Support Associate Engineer, you will be responsible for delivering an outstanding technical support experience on the full cloud technical stack. From problem qualification to full resolution, you will own and manage your cases, ensuring that each support case is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.

Duties and Responsibilities:
  • Work from a 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.
  • Prioritize your work in order to accomplish the most important and urgent tasks first.
  • Keep on learning as our products and services grow and evolve.
  • Understand the 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.

We offer a competitive salary range of $80,000 - $110,000 per year, depending on your level of experience and qualifications. In addition to your base pay, we provide a personal learning and development budget of $2,000 USD per annum, annual compensation review, recognition rewards, annual holiday leave, parental leave, employee assistance program, and opportunity to travel to new locations to meet colleagues at sprints.

Requirements:
  • Bachelor's 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.

We are an equal opportunities employer and welcome applications from all qualified candidates. Please note that additional benefits may apply depending on the work location and, for more information on these, you can ask in the later stages of the recruitment process.

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