Cloud Support Engineer

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. Teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution. The company is founder led, profitable and growing. We are hiring a Cloud Support Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. If you have an affinity for open source development and a passion for technology, then you will enjoy working with some of the best people in the industry at Canonical. While our engineers regularly solve deeply interesting, complex technical problems - from triaging cloud environments to root-cause analysis on unseen Linux kernel crashes - this is fundamentally a role rooted in human connection. You will act as a trusted peer and technical guide to external engineering teams, translating intricate open-source challenges into clear, empathetic solutions. We are rapidly expanding and looking for brilliant problem solvers who are just as passionate about building strong, collaborative relationships with customers as they are about the next generation of Canonical solutions. Location: This is a globally remote role. The role entails • 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 Ecosy