Cloud Support Associate Engineer

2 weeks ago

AlJumayliyah, Qatar Canonical Full time


This role is an opportunity for a hands-onengineer with a passion for Linux and cloud technologies to build acareer with Canonical and support the technical needs of customersleveraging Ubuntu and open source products.

If you have a passionfor technology and an eagerness to learn, then you will enjoyworking with some of the best people in the industry at Canonical.

The role of a Cloud Support Associate Engineer at Canonical Weregularly solve interesting, technical problems.

From triagingcomplex Cloud environment issues, Linux kernel crasheswe've never seen before to OS configuration issues and rootcause analysis, we provide an expert level of support andsatisfaction to our peer groups and customers.

You will beaccountable for delivering an outstanding technical supportexperience on the full cloud technical stack at Canonical. Fromproblem qualification to full resolution, you will own and manageyour cases. When needed, you will transfer your cases to yourcolleagues or involve senior engineers.

Location :
This is a remoterole based in AMER or EMEA time zones. What your day will look like

  • Work from your remote home office and provide technicalsupport for employees.
  • Be available to take ownership ofnew cases via telephone, email and web
  • Act as aninternal customer advocate keeping them updated in a timely manner
  • Ensure that each support case owned by you is handledaccording to our Service Level Agreement (SLA) with the highestpossible customer satisfaction by setting the right expectationsand fulfilling your commitments.
  • Contribute newknowledge base articles and maintain existing articles, ensuringshared knowledge and lessons learned are available to customers.
  • Draft and distribute technical notices for internal andexternal communication.
  • Prioritise your work in order toaccomplish the most important and urgent tasks first
  • Keep on learning as our products and services grow and evolve
  • Understanding Ubuntu development process to be able toset customer expectations correctly on timeline for a fix.
  • Maintain regular communication and information exchangewith the rest of the team, locally and remotely
  • Identifyand suggest any opportunities to provide a better service
  • Participate in a regular weekend working rotation.
Background check required What are we looking for in you

  • Bachelors or equivalent four year degree in a technical field froman accredited college or university

Preferable majors :
ComputerScience, MIS, Electrical Engineering, etc.

  • Experiencewith Linux troubleshooting (collecting logs and stack traces,fine-tuning by editing configuration files)
  • Experiencewith Linux server administration
  • Strong knowledge ofCloud computing concepts (provisioning, monitoring, orchestration,etc.)
  • Knowledge or basic hands-on experience on 2 ormore of :
  • Virtualization / Cloud
  • Containers
  • Storage technologies
  • Networking (bonding,firewalling, bridging, switching, network file system tuning, MTUissues, etc.
  • Programming fundamentals in any language(bash, Perl, Ruby, Javascript, C or C++, Go)
  • Ability tolearn quickly, thrive on change and handle the pressure of acustomer facing job
  • Strong written and verbal Englishcommunication skills
  • Ability to travel Additional skillsthat you might also bring
  • Experience supportingvirtualized environments (KVM, Virtual Box, VMWare)
  • Experience with other open-source desktop technologies
  • Active contribution to open-source projects / forum / code What weoffer you

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