Cloud Technical Advocate

1 week ago

Perth, Western Australia beBeeCareer Full time $90,000 - $120,000
Cloud Support Engineer

This is a career-enhancing opportunity for you to support the technical needs of customers who are leveraging Ubuntu and open source products.

As a Cloud Support Engineer, you will be responsible for investigating issues reported by customers, researching and escalating issues, working to resolve complex customer problems related to Canonical's portfolio of products, and ensuring that each support case owned by you is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.

You will engage directly with customers and work collaboratively by phone, ticketing system, and remote sessions to resolve their issues. You will also participate in a regular weekend working rotation, contribute new knowledge base articles, and maintain existing articles.

  • Investigate Issues:
  • Research and escalate issues reported by customers.
  • Resolve Complex Problems:
  • Work to resolve complex customer problems related to Canonical's portfolio of products.
  • Ownership and Accountability:
  • Ensure that each support case owned by you is handled according to our Service Level Agreement (SLA).
Requirements
  • Excellent Communication Skills:
  • Professional written and spoken English with excellent presentation skills.
  • Technical Expertise:
  • 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.).
  • Advanced Troubleshooting Experience:
  • Ability to navigate effectively stack traces and logs, and advise on next steps.
  • Programming Fundamentals:
  • Programming fundamentals in any language.
What We Offer
  • Distributed Work Environment:
  • Our company has a distributed work environment with twice-yearly team sprints in person.
  • Personal Learning and Development Budget:
  • USD 2000 per year for personal learning and development budget.
  • Annual Compensation Review:
  • Annual compensation review to ensure fair compensation based on performance and experience.
About Us

We are a pioneering tech firm at the forefront of the global move to open source. We are changing the world of software by publishing Ubuntu, one of the most important open source projects and the platform for AI, IoT, and the cloud.

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