Cloud Support Associate Engineer

3 days ago

Nairobi, Nairobi Area, Kenya Canonical Full time
  • This role is an opportunity for a hands-on engineer with a passion for Linux and cloud technologies to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products. If you have a passion for technology and an eagerness to learn, then you will enjoy working with some of the best people in the industry at Canonical.

The role of a Cloud Support Associate Engineer 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.
  • You will be accountable for delivering an outstanding technical support experience on the full cloud technical stack at Canonical. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers.

Location: This is a remote role based in AMER or EMEA time zones.
What your day will look like

  • 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.
  • Background check required

What are we looking for in you

  • 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

Additional skills that you might also bring

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

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