Cloud Support Engineer

• Empathetic Engagement: Partner directly with customers across remote sessions, ticketing,, and live conversations to deeply understand and resolve their technical roadblocks.
• Collaborative Problem Solving: Work hand-in-hand with internal engineering teams and regional peer groups to bridge the gap between complex code fixes and real-world customer satisfaction.
• True Ownership: Manage your support cases with a strong sense of personal integrity, ensuring commitments are honored and customer expectations are communicated transparently and predictably.
• Ubuntu Lifecycle Guidance: Develop a rich understanding of the Ubuntu development process, empowering you to give customers clear, human context regarding timelines for engineering fixes.
• Knowledge Advocacy: Author and maintain accessible knowledge base articles, ensuring lessons learned are shared openly to elevate the entire open-source community.
• Operational Reliability: Participate in a regular weekend working rotation to maintain seamless, high-touch continuity of care for our global partners.

What are we looking for in you

• Communication Excellence: Exceptional written and spoken English, with a natural ability to convey technical complexity clearly, warmly, and compellingly.
• The Soft-Skill Edge: A genuine passion for helping people, paired with the emotional intelligence to navigate high-stakes technical situations with composure and empathy.
• Academic Dedication: Exceptional academic track record from both high school and university.
• Educational Background: An undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path.
• Driven Mindset: A proven track record of going above-and-beyond expectations to deliver meaningful, outstanding results for teams or customers.
• Linux & Cloud Familiarity: Practical, hands-on experience supporting Linux systems, with an exposure to three or more of the following:
• Virtualization & Cloud: Using KVM or OpenStack.
• Containers: primarily Docker, LXD/LXC, or Kubernetes.
• Storage Ecosystems: Block, object, and network storage technologies.
• System Networking: Navigating bonding, firewalls, bridging, switching, or MTU tuning.
• Analytical Curiosity: A strong troubleshooting mindset—the ability to look into stack traces or logs, identify OS/application-level bugs, and strategically guide the customer through next steps.
• Development Fundamentals: Basic programming logic in any language to help parse code and collaborate effectively with Canonical Engineering teams.