Cloud Support Engineer - remote job

Canonical is hiring a Cloud Support Engineer. The role sits in IT and programming and is fully remote. The company places no restriction on where the candidate lives, so you can apply from anywhere.

The employer did not publish a figure; that is settled at interview. The advert sets no condition on working hours.

This vacancy passed an automated check: the list excludes any advert requiring a foreign work permit, visa sponsorship, a particular citizenship, or residence in a specific country.

Canonical is a leading provider of open-source software and operating systems, serving the global enterprise and technology sectors. Our flagship product, Ubuntu, is extensively utilized in cutting-edge enterprise projects such as public cloud services, data science, AI, engineering innovation, and IoT solutions. Our customer base includes major public cloud and silicon providers, as well as industry leaders across various sectors. As a company, we are at the forefront of global distributed collaboration, with a diverse team of over 1100 colleagues spread across 75+ countries, with minimal office-based roles. Our teams gather in person twice to four times annually in exciting locations worldwide to align on strategy and execution.

The company is founder-led, profitable, and in a state of growth.

We are seeking a Cloud Support Engineer to join Canonical and assist our customers who use Ubuntu and open-source products. If you are passionate about open-source development and technology, you'll find a rewarding environment at Canonical where you can work alongside some of the best professionals in the industry.

Our engineers tackle complex technical challenges, from diagnosing cloud environments to analyzing rare Linux kernel issues, but the role is fundamentally about building strong relationships. You will serve as a trusted advisor and technical mentor to external engineering teams, simplifying complex technical problems into clear, empathetic solutions. With rapid expansion, we are looking for exceptional problem solvers who are equally committed to fostering strong, collaborative relationships with customers as they are to advancing Canonical's innovative solutions.

This is a fully remote position.

The role involves:

- Empathetic Engagement: Working closely with customers through remote sessions, tickets, and live chats to identify and resolve their technical challenges. - Collaborative Problem Solving: Collaborating with internal engineering teams and regional peer groups to bridge the gap between technical solutions and customer satisfaction. - True Ownership: Managing support cases with integrity, ensuring that commitments are honored and customer expectations are communicated openly and consistently. - Ubuntu Lifecycle Guidance: Gaining a deep understanding of the Ubuntu development process to provide customers with clear, human-centric information on engineering timelines. - Knowledge Advocacy: Authoring and maintaining accessible knowledge base articles to share valuable insights and elevate the open-source community. - Operational Reliability: Participating in regular weekend rotations to ensure seamless, high-touch support for our global partners.

What we are seeking in you:

- Communication Excellence: Exceptional written and spoken English skills, with a natural ability to explain technical concepts clearly and warmly. - Emotional Intelligence: A genuine passion for helping people, paired with the ability to handle high-stakes technical situations with composure and empathy. - Academic Dedication: A strong academic background, including a relevant undergraduate degree or a compelling narrative of an alternative path. - Technical Experience: Practical experience supporting Linux systems, with proficiency in at least three of the following areas: - Virtualization & Cloud: Using KVM or OpenStack. - Containers: Docker, LXD/LXC, or Kubernetes. - Storage Ecosystems: Block, object, and network storage technologies. - System Networking: Bonding, firewalls, bridging, switching, or MTU tuning. - Analytical Curiosity: A strong troubleshooting mindset, including the ability to analyze stack traces or logs, identify bugs, and guide customers through next steps. - Development Fundamentals: Basic programming logic in any language to effectively collaborate with Canonical Engineering teams.

What we offer:

- Competitive compensation based on location, experience, and performance. - An annual performance-driven bonus or commission. - A personal learning and development budget of $2,000 per year. - Twice-yearly in-person team sprints. - A distributed work environment. - Comprehensive benefits that reflect our values and ideals.

About Canonical:

Canonical is at the forefront of the global shift to open-source technologies. As the publisher of Ubuntu, one of the most significant open-source projects, we are transforming the software landscape. We seek individuals who can contribute to our mission of excellence and innovation. Most colleagues at Canonical have worked remotely since the company's inception in 2004. Working here will challenge you to think differently, work smarter, and continuously improve your skills.

Canonical is an equal opportunity employer.

We are committed to creating a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds enhances our work environment and the quality of our products. Whether you identify as a member of any underrepresented group, we will consider your application fairly.