Cloud Technology Specialist

5 days ago

Brisbane, Queensland, Australia beBeeSupport Full time $90,000 - $120,000
Job Description

We are seeking a skilled Cloud Support Engineer to join our team. As a Cloud Support Engineer, you will be responsible for providing expert-level technical support to customers leveraging Ubuntu and open source products.

You will investigate issues reported by customers, work to resolve complex customer problems related to Canonical's portfolio of products, and ensure that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.

Key responsibilities include:

  • 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.
Required Skills and Qualifications

To succeed as a Cloud Support Engineer, you must have exceptional academic track records from both high school and university, an undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path, and hands-on and extensive working experience in supporting Linux systems including 3 or more of virtualization/cloud, containers, storage technologies, and networking.

You should also possess advanced troubleshooting experience, programming fundamentals in any language, and extensive customer support experience.

Additionally, you should have excellent communication skills, a passion for technology, and a strong desire to learn and grow in your role.

Benefits

We offer a range of benefits to support your career growth and well-being. These include:

  • 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 Us

We are a pioneering tech firm at the forefront of the global move to open source. We publish Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud, and we recruit on a global basis.

As a result, we expect excellence - in order to succeed, we need to be the best at what we do. Our teams meet two to four times yearly in person, in interesting locations around the world, to align on strategy and execution.

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