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Cloud Technical Specialist
2 weeks ago
We are seeking a highly skilled Cloud Technical Specialist to join our team. The ideal candidate will have a strong background in cloud computing, with expertise in virtualization, containerization, and storage technologies.
The successful candidate will be responsible for investigating customer issues, providing technical support, and resolving complex problems related to Canonical's portfolio of products.
Key responsibilities include:
- Investigating customer issues through research and escalation.
- Resolving complex customer problems related to Canonical's portfolio of products.
- Ownership of results: Ensuring that each support case owned by the specialist is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling commitments.
- Engaging directly with customers and working collaboratively by phone, ticketing system, and remote sessions to resolve their issues.
- Participating in a regular weekend working rotation.
- Contributing new knowledge base articles and maintaining existing articles, ensuring shared knowledge and lessons learned are available to customers.
The successful candidate will also be expected to understand the Ubuntu development process to set customer expectations correctly on timeline for a fix.
Requirements- Professional written and spoken English with excellent presentation skills.
- Exceptional academic track record from both high school and university.
- Undergraduate degree in a technical subject or an alternative chosen path.
- Track record of going above-and-beyond expectations to achieve outstanding results.
- 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 internationally twice a year for company events up to two weeks long.
About this role
This is an entry-level position, ideal for someone looking to start a career in cloud technical support. As a Cloud Technical Specialist, you will work closely with customers, helping them to resolve complex technical issues related to Canonical's portfolio of products.
You will be part of a global team, working remotely, and participating in regular team meetings. We offer a competitive salary, excellent benefits, and opportunities for professional growth and development.
