About Canonical

Canonical is the company behind Ubuntu, the world's leading open source operating system powering enterprise innovation in public cloud, data science, AI, engineering, and IoT. As a pioneer in global distributed collaboration, Canonical employs over 1100 colleagues across 75+ countries with minimal office-based roles. Teams align strategy through biannual in-person sprints in exciting global locations. Founder-led and profitable, Canonical supports top public cloud providers, silicon leaders, and industry giants with cutting-edge open source solutions.

Role Overview

Canonical seeks a Cloud Support Engineer for a remote role based anywhere in Japan to deliver expert technical support for customers using Ubuntu and open source products. This position involves triaging complex cloud issues, Linux kernel crashes, OS configurations, and root cause analysis. Ideal for passionate open source enthusiasts who thrive on solving novel technical challenges alongside industry elites. With rapid expansion, Canonical offers a platform to build a rewarding career in next-generation Ubuntu solutions.

Key Responsibilities

• Investigate customer-reported issues through research and escalation.
• Resolve complex problems across Canonical's product portfolio.
• Own support cases to meet SLAs with maximum customer satisfaction by managing expectations and commitments.
• Collaborate directly with customers via phone, ticketing, and remote sessions.
• Participate in regular weekend rotations.
• Author new knowledge base articles and maintain existing ones for shared learning.
• Grasp Ubuntu development processes to accurately set fix timelines for customers.

Daily Impact

Engineers handle high-stakes environments, from cloud orchestration failures to unprecedented kernel issues, ensuring seamless Ubuntu performance for enterprise clients worldwide.

Qualifications & Requirements

Essential Skills

• Fluent verbal and written English and Japanese; JLPT N1 preferred for non-natives.
• Outstanding academic record from high school and university.
• Technical undergraduate degree or compelling alternative path narrative.
• Proven history of exceeding expectations for superior results.
• Extensive hands-on Linux support experience in 3+ areas: KVM/OpenStack virtualization/cloud, Docker/LXD/Kubernetes containers, block/object/network storage, advanced networking (bonding, firewalls, NFS tuning).
• Cloud expertise in provisioning, monitoring, orchestration.
• Advanced troubleshooting: Linux integrations, stack traces/logs, OS/app bug identification and escalation.
• Programming basics in any language.
• Deep customer support background prioritizing needs with professional, empathetic communication.

Other

Ability to travel internationally twice yearly for up to two-week company events.

Benefits & Perks

• Remote-first distributed environment with twice-yearly global team sprints.
• USD 2,000 annual personal learning and development budget.
• Annual compensation reviews with performance-driven bonuses.
• Competitive pay tailored to location, experience, and performance.
• Balanced global benefits reflecting Canonical's values of fairness and local needs.

Work-Life Harmony

Canonical's model supports flexibility while fostering connection through purposeful in-person gatherings, empowering engineers to excel without geographical constraints.

Career Growth

At Canonical, career progression is merit-based with frequent reviews, especially for early-career talent. Expand expertise in open source, cloud-native technologies, and customer success. Contribute to Ubuntu's evolution, access mentorship from top engineers, and leverage learning budgets for certifications like Kubernetes or advanced Linux. High performers advance to senior roles, architecture, or leadership in Canonical's growing APAC presence.

Why Join Canonical

Work on Ubuntu, the backbone of modern cloud and AI infrastructures, with a profitable, growing company prioritizing open source innovation. Enjoy remote flexibility in Japan, collaborate globally, and solve problems that shape enterprise technology. Canonical's remote-first culture, combined with vibrant team events, offers unparalleled professional fulfillment and work-life balance in the tech sector.

Role FAQs

Is this role fully remote?

Yes, based anywhere in Japan, with occasional international travel for company sprints.

What experience level is required?

Extensive Linux support hands-on experience, focusing on cloud, containers, storage, and networking.

Does it require weekend work?

Yes, participation in a regular weekend rotation is part of the role.

What languages are needed?

Excellent English and Japanese; JLPT N1 preferred for non-native speakers.

How does compensation work?

Based on location, experience, performance; includes base pay, annual reviews, and bonuses.