About Canonical

Canonical is the company behind Ubuntu, the world's leading open source operating system powering enterprise initiatives in public cloud, data science, AI, engineering innovation, and IoT. As a pioneer in global distributed collaboration, Canonical employs over 1100 colleagues across 75+ countries with very few office-based roles. Teams align on strategy during two to four in-person meetings yearly in exciting global locations. Founder-led and profitable, Canonical grows rapidly while serving top public cloud providers, silicon leaders, and industry giants.

Role Overview

The Cloud Support Engineer role at Canonical offers a dynamic career supporting customers leveraging Ubuntu and open source products. Ideal for those passionate about open source development and technology, you'll solve complex technical problems including cloud environment triage, unprecedented Linux kernel crashes, OS configurations, and root cause analysis. This globally remote position demands expert-level support for peer groups and customers, contributing to next-generation Ubuntu solutions in a rapidly expanding team.

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 working rotations.
• Author new knowledge base articles and maintain existing ones to share insights.
• Grasp Ubuntu's development process to accurately set fix timelines for customers.

Qualifications & Requirements

Essential Skills

Candidates need professional English communication with excellent presentation skills, an exceptional academic record from high school and university, and an undergraduate degree in a technical field or a strong alternative path narrative. Demonstrate a history of exceeding expectations for outstanding results.

Technical Expertise

Require hands-on, extensive experience supporting Linux systems in 3+ areas: virtualization/cloud (KVM/OpenStack), containers (Docker, LXD/LXC, Kubernetes), storage (block, object, network), and networking (bonding, firewalling, bridging, NFS tuning, MTU). Expertise in cloud provisioning, monitoring, orchestration is crucial. Advanced troubleshooting covers Linux integration, stack traces/logs navigation, OS/application bugs, and escalation decisions. Programming fundamentals in any language are expected.

Customer Focus

Extensive customer support experience prioritizing needs, communicating professionally, empathetically, and clearly while setting expectations. Ability to travel internationally twice yearly for up to two-week company events.

Benefits & Perks

Canonical shapes compensation based on location, experience, and performance, with annual reviews (more frequent for graduates/associates) and performance-driven bonuses. Enjoy a distributed work environment with twice-yearly team sprints, a USD 2,000 personal learning budget, and benefits tailored to local needs for global fairness. Additional perks reflect Canonical's values in a remote-first culture.

Career Growth

Build a long-term career at Canonical with opportunities to work on cutting-edge Ubuntu solutions. Regular compensation adjustments recognize outstanding performance. Access learning budgets for skill development, collaborate with industry experts, and contribute to open source innovations. Advance through problem-solving in high-impact areas like cloud, AI, and IoT, with global exposure and leadership potential in a growing, profitable company.

Why Join Canonical

Join a remote-first leader in open source, supporting Ubuntu's dominance in enterprise tech. Work with top talent solving novel challenges, from kernel crashes to cloud orchestration. Benefit from founder-led stability, global collaboration, and a culture valuing results, learning, and customer success. Canonical's commitment to Ubuntu powers breakthroughs worldwide, offering purpose-driven work in a flexible, high-growth environment.

Role FAQs

Is this role fully remote?

Yes, this is a globally remote role with occasional international travel for team sprints.

What experience is required?

Extensive Linux support in cloud/virtualization/containers/storage/networking, plus customer service excellence.

Does it involve weekends?

Yes, participation in a regular weekend rotation is required.

What benefits stand out?

Learning budget, performance bonuses, annual reviews, and global team events.

How does Canonical support career development?

Through USD 2,000 learning budgets, mentorship, and performance-based growth opportunities.