Cloud Support Associate Engineer

4 weeks ago

Melbourne, Victoria, Australia Canonical Full time
Cloud Support Associate Engineer

This is a Cloud Support Associate Engineer role with Canonical, a leading company in AU, with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the company takes off.

About the Role

Canonical is a founder-led, profitable, and growing company. We are hiring a Cloud Support Associate Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open-source products. This role is an opportunity for a hands-on engineer with eagerness to learn, a passion for Linux and cloud technologies to work 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.

Responsibilities

  • Work from your remote home office and provide technical support for employees.
  • Be available to take ownership of new cases via telephone, email, and web.
  • Act as an internal customer advocate keeping them updated in a timely manner.
  • 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.
  • Contribute new knowledge base articles and maintain existing articles, ensuring shared knowledge and lessons learned are available to customers.
  • Draft and distribute technical notices for internal and external communication.
  • Prioritise your work in order to accomplish 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 to set customer expectations correctly on timeline for a fix.
  • Maintain regular communication and information exchange with the rest of the team, locally and remotely.
  • Identify and suggest any opportunities to provide a better service.
  • Participate in a regular weekend working rotation.

Requirements

  • Bachelors or equivalent four-year degree in a technical field from an accredited college or university.
  • Preferable majors: Computer Science, MIS, Electrical Engineering, etc.
  • Experience with Linux troubleshooting (collecting logs and stack traces, fine-tuning by editing configuration files).
  • Experience with Linux server administration.
  • Strong knowledge of Cloud computing concepts (provisioning, monitoring, orchestration, etc.).
  • Knowledge or basic hands-on experience on 2 or more of: Virtualization / Cloud, Containers, Storage technologies, Networking (bonding, firewalling, bridging, switching, network file system tuning, MTU issues, etc.).
  • Programming fundamentals in any language (bash, Perl, Ruby, Javascript, C or C++, Go).
  • Ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
  • Strong written and verbal English communication skills.
  • Ability to travel.
  • Background check required.

Nice-to-have skills

  • Experience supporting virtualized environments (KVM, Virtual Box, VMWare).
  • Experience with other open-source desktop technologies.
  • Active contribution to open-source projects/forum/code.

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.

Benefits

  • 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.

Apply now

If you don't think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile.

Hatch exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like Canonical.

Applying here is the first step in the hiring process for this role at Canonical.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

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