Description:

Canonical is a leading provider of open source software and operating systems, particularly known for its platform, Ubuntu.
The company serves a global clientele, including major public cloud and silicon providers, and is recognized for its innovative contributions to various sectors.
The role of Cloud Support Associate Engineer involves providing technical support for customers using Ubuntu and open source products.
This position is ideal for a hands-on engineer with a passion for Linux and cloud technologies.
Responsibilities include triaging complex cloud environment issues, handling Linux kernel crashes, and performing OS configuration and root cause analysis.
The engineer will be accountable for delivering an outstanding technical support experience across the full cloud technical stack.
The role requires managing support cases from problem qualification to resolution, and collaborating with colleagues when necessary.
The position is remote, available to candidates in AMER, EMEA, or APAC time zones.
The engineer will work from home, take ownership of new cases, and act as an internal customer advocate.
Responsibilities also include contributing to knowledge base articles, drafting technical notices, prioritizing tasks, and maintaining communication with the team.
Continuous learning is emphasized as products and services evolve, and participation in a weekend working rotation is required.

Requirements:

A Bachelor's degree or equivalent four-year degree in a technical field from an accredited institution is required, preferably in Computer Science, MIS, or Electrical Engineering.
Experience with Linux troubleshooting, including log collection and configuration file editing, is necessary.
Candidates must have experience with Linux server administration.
Strong knowledge of cloud computing concepts, such as provisioning and monitoring, is essential.
Basic hands-on experience with virtualization/cloud, containers, storage technologies, and networking is required.
Programming fundamentals in any language (such as bash, Perl, Ruby, Javascript, C, C++, or Go) are necessary.
The ability to learn quickly, adapt to change, and handle customer-facing pressure is crucial.
Strong written and verbal communication skills in English are required.
The ability to travel and a background check are mandatory.
Nice-to-have skills include experience with virtualized environments and contributions to open-source projects.

Canonical offers a distributed work environment with opportunities for in-person team sprints twice a year.
A personal learning and development budget of USD 2,000 per year is provided.
Annual compensation reviews are conducted to recognize outstanding performance.
Employees are eligible for recognition rewards and annual holiday leave.
Maternity and paternity leave are offered as part of the benefits package.
An Employee Assistance Programme is available for all team members.
Opportunities to travel to new locations for team meetings are provided.
Additional perks include a Priority Pass and travel upgrades for long-haul company events.