Cloud Support Associate Engineer

3 days ago

Dubai, Dubai, United Arab Emirates Canonical Full time

Job Summary

We are seeking a highly skilled Cloud Support Associate Engineer to join our team at Canonical. As a Cloud Support Associate Engineer, you will be responsible for providing technical support to employees, troubleshooting issues, and ensuring that each support case is handled according to our Service Level Agreement (SLA) with the highest possible customer satisfaction.

Key Responsibilities

  • Provide technical support to employees via telephone, email, and web
  • Take ownership of new cases and ensure timely updates to internal customers
  • Contribute to the development of new knowledge base articles and maintain existing ones
  • Draft and distribute technical notices for internal and external communication
  • Prioritize work to accomplish the most important and urgent tasks first
  • Keep learning as our products and services grow and evolve
  • Understand 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 a better service
  • Participate in a regular weekend working rotation

Requirements

  • Bachelor's or equivalent four-year degree in a technical field from an accredited college or university
  • Experience with Linux troubleshooting and server administration
  • Strong knowledge of cloud computing concepts and programming fundamentals
  • 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

  • Experience supporting virtualized environments and open-source desktop technologies
  • Active contribution to open-source projects and forums

What We Offer

  • Fully remote working environment
  • Personal learning and development budget of 2,000 USD per annum
  • Annual compensation review
  • Recognition rewards
  • Annual holiday leave
  • Parental leave
  • Employee Assistance Programme
  • Opportunity to travel to new locations to meet colleagues

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