Cloud Support Engineer
To see similar active jobs please follow this link: Remote System Administration jobs
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.
We regularly solve interesting, technical problems. From triaging complex Cloud environment issues, Linux kernel crashes we’ve never seen before to OS configuration issues and root cause analysis, we provide an expert level of support and satisfaction to our peer groups and customers. We are rapidly expanding and are looking for talented problem solvers with a passion for working on the next generation of Ubuntu solutions for our customers.
Location: This is a remote role, based anywhere in Japan.
The role entails
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.
What are we looking for in you
Excellent verbal and written communication skills in both English and Japanese
JLPT N1 preferred for non native Japanese speakers
Hands-on experience supporting Linux systems including 2 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.)
Linux integration with other environments (authentication/directory services, network file systems, etc.)
Cloud computing (provisioning, monitoring, orchestration, etc.)
Troubleshooting experience:
Basic reading of stack traces to be able to search for duplicates, escalate to the correct team.
Understand OS and Application level bugs and advise on next steps
Programming fundamentals in any language.
Customer support experience:
Customer needs are top priority
Communicate clearly and set the right expectations.
Ability to travel
Background check required
What we offer colleagues
We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.
Distributed work environment with twice-yearly team sprints in person
Personal learning and development budget of USD 2,000 per year
Annual compensation review
Recognition rewards
Annual holiday leave
Maternity and paternity leave
Employee Assistance Programme
Opportunity to travel to new locations to meet colleagues
Priority Pass, and travel upgrades for long haul company events
About Canonical
Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.
Canonical is an equal opportunity employer
We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
#LI-remote
Cloud Support Engineer
To see similar active jobs please follow this link: Remote System Administration jobs
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.
We regularly solve interesting, technical problems. From triaging complex Cloud environment issues, Linux kernel crashes we’ve never seen before to OS configuration issues and root cause analysis, we provide an expert level of support and satisfaction to our peer groups and customers. We are rapidly expanding and are looking for talented problem solvers with a passion for working on the next generation of Ubuntu solutions for our customers.
Location: This is a remote role, based anywhere in Japan.
The role entails
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.
What are we looking for in you
Excellent verbal and written communication skills in both English and Japanese
JLPT N1 preferred for non native Japanese speakers
Hands-on experience supporting Linux systems including 2 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.)
Linux integration with other environments (authentication/directory services, network file systems, etc.)
Cloud computing (provisioning, monitoring, orchestration, etc.)
Troubleshooting experience:
Basic reading of stack traces to be able to search for duplicates, escalate to the correct team.
Understand OS and Application level bugs and advise on next steps
Programming fundamentals in any language.
Customer support experience:
Customer needs are top priority
Communicate clearly and set the right expectations.
Ability to travel
Background check required
What we offer colleagues
We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognise outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits, which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.
Distributed work environment with twice-yearly team sprints in person
Personal learning and development budget of USD 2,000 per year
Annual compensation review
Recognition rewards
Annual holiday leave
Maternity and paternity leave
Employee Assistance Programme
Opportunity to travel to new locations to meet colleagues
Priority Pass, and travel upgrades for long haul company events
About Canonical
Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence - in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since its inception in 2004. Working here is a step into the future, and will challenge you to think differently, work smarter, learn new skills, and raise your game.
Canonical is an equal opportunity employer
We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.
#LI-remote