Cloud Support Associate Engineer at

1 month ago

Nairobi, Nairobi Area, Kenya Canonical Full time
We deliver open source to the world faster, more securely and more cost effectively than any other company.

If you're interested in a career at Canonical, we are a remote-first company so please apply to any suitable role as skills are valued more than location, despite some having a preferred geographic preference.

Summary

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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