Cloud Support Engineer

Location: Office based in London, UK; regular weekend working rotation required.

Company

Canonical is a founder-led, profitable technology company developing Ubuntu and open-source solutions for public cloud, data science, AI, engineering innovation, and IoT.

What you will do

• Deliver technical support to employees and customers through remote sessions, ticketing, and live conversations.
• Own support cases from problem qualification through resolution, communicating commitments and expectations clearly.
• Collaborate with internal engineering teams and regional peers to connect code fixes with customer outcomes.
• Guide customers on the Ubuntu development and release lifecycle, including timelines for engineering fixes.
• Write and maintain accessible knowledge base articles for the open-source community.
• Provide continuity of support through a regular weekend working rotation.

Requirements

• Exceptional written and spoken English, with the ability to explain technical complexity clearly and empathetically.
• Passion for helping people and emotional intelligence when handling high-stakes technical situations.
• Exceptional academic results from high school and university.
• An undergraduate degree in a technical subject or a compelling explanation of an alternative path.
• Based in the London, UK office as a local technical support resource for teams and employees.
• A proven record of exceeding expectations and delivering meaningful results for teams or customers.
• Practical, hands-on Linux systems support experience with exposure to at least three of the following: KVM or OpenStack; Docker, LXD/LXC, or Kubernetes; block, object, or network storage; bonding, firewalls, bridging, switching, or MTU tuning.
• A strong troubleshooting mindset, including analyzing stack traces and logs, identifying operating system or application bugs, and guiding customers through next steps.
• Basic programming logic in any language for parsing code and collaborating with engineering teams.

Culture & Benefits

• Distributed work environment with twice-yearly in-person team sprints.
• USD 2,000 annual personal learning and development budget.
• Compensation reviewed twice annually, with performance-driven annual bonus or commission opportunities.
• 40 days of annual leave, including public holidays and company holiday periods.
• Maternity and paternity leave, plus a Team Member Assistance Program and wellness platform.
• Opportunities to travel to meet colleagues, including Priority Pass lounge access.