Cloud Support Engineer

Overview

We are hiring a Cloud Support Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products.

Responsibilities

• Investigate issues reported by customers by researching and escalating issues.
• Work to resolve complex customer problems related to Canonical's portfolio of products.
• Own each support case, ensuring it is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.
• 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.
• Understand the Ubuntu development process to set customer expectations correctly ...