Cloud Support Engineer Full-time Job

1 week ago   IT & Telecoms   Dubai   28 views Reference: 34520
Job Details

What your day will look like

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.

Background check required

What are we looking for in you

Excellent verbal and written communication skills in English.

Hands-on and extensive working experience in supporting Linux systems including 3 or more 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.).

Cloud computing expertise in provisioning, monitoring, orchestration, etc.

Advanced troubleshooting experience:

Linux integration with other environments (authentication/directory services, network file systems, etc.).

Ability to navigate effectively stack traces and logs, and advise on next steps.

Solid understanding of OS and Application level bugs and when to escalate to the correct team.

Programming fundamentals in any language.

Extensive Customer support experience is key:

Customer needs are top priority.

Communicate professionally, emphatically, clearly and set the right expectations.

Ability to travel.

Company Description
We deliver open source to the world faster, more securely and more cost effectively than any other company.We're also the publishers of Ubuntu, the worlds most popular enterprise Linux from cloud to edge, together with a passionate global community of 200,000+ contributors. Ubuntu means 'humanity to others'. We chose it because it embodies the generosity at the heart of open source, the new normal for platforms and innovation.Together with a community of 200,000, we publish an operating system that runs from the tiny connected devices up to the world's biggest mainframes, the platform that everybody uses on the public cloud, and the workstation experience of the world's most productive developers.Secure and reliable, elegant and intuitive, and open for innovation - this is the future of open source, which is why we're proud to be the developers of the fastest growing Linux in the world despite already being the most widely deployed.If you're interested in a career at Canonical, we are a remote-first company so please apply to any suitable role as skills are valued more than location, despite some having a preferred geographic preference.