Cloud Support Associate Engineer Pisa

Cloud Support Associate Engineer
Pisa
Toscana, Pisa

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets.

Our platform, Ubuntu, is widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation, and IoT.

Our customers include the world's leading public cloud and silicon providers, and industry leaders in many sectors.

The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office-based roles.

Teams meet two to four times yearly in interesting locations around the world to align on strategy and execution. The company is founder-led, profitable, and growing. We are hiring a Cloud Support Associate Engineer to build a career with Canonical and support the technical needs of customers leveraging Ubuntu and open source products.

This role is an opportunity for a hands-on engineer with eagerness to learn and a passion for Linux and cloud technologies to work with some of the best people in the industry at Canonical. We regularly solve interesting technical problems, from triaging complex cloud environment issues and Linux kernel crashes to OS configuration issues and root cause analysis.

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, EMEA, or APAC time zones. The role entails: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. Contribute new knowledge base articles and maintain existing articles. Draft and distribute technical notices for internal and external communication. Prioritize your work to accomplish the most important and urgent tasks first. Keep on learning as our products and services grow and evolve. Understand the Ubuntu development process to set customer expectations correctly on timeline for a fix. Maintain regular communication and information exchange with the rest of the team. Identify and suggest opportunities to provide better service. Participate in a regular weekend working rotation. 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 / CloudContainersStorage technologiesNetworking (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. Background check required. Nice-to-have skills:Experience supporting virtualized environments (KVM, Virtual Box, VMWare). Experience with other open-source desktop technologies. Active contribution to open-source projects/forum/code. What we offer colleagues:We consider geographical location, experience, and performance in shaping compensation worldwide.

We revisit compensation annually to ensure we recognize outstanding performance.

In addition to base pay, we offer a performance-driven annual bonus or commission.

We provide all team members with additional benefits, which reflect our values and ideals. Distributed work environment with twice-yearly team sprints in person. Personal learning and development budget of USD 2, 000 per year. Annual compensation review. Recognition rewards. Annual holiday leave. Maternity and paternity leave. Employee Assistance Programme. Opportunity to travel to new locations to meet colleagues. Priority Pass and travel upgrades for long-haul company events. About Canonical: Canonical is a pioneering tech firm at the forefront of the global move to open source.

As the company that publishes Ubuntu, we are changing the world of software.

We recruit on a global basis and set a very high standard for people joining the company.

We expect excellence - in order to succeed, we need to be the best at what we do. Canonical is an equal opportunity employer.

We are proud to foster a workplace free from discrimination.

Diversity of experience, perspectives, and background create a better work environment and better products. Seniority level:Entry levelEmployment type:Full-timeJob function:Information TechnologyIndustries: Technology, Information and Internet #J-18808-Ljbffr