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Cloud Support Associate Engineer: Technical Expertise Wanted

2 months ago

Dubai, Dubai, United Arab Emirates Canonical Full time
About the Role

We are seeking a highly skilled Cloud Support Associate Engineer to join our team at Canonical. As a key member of our support team, you will be responsible for providing technical expertise to our customers, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities
  1. Technical Support: Provide timely and effective technical support to customers via various communication channels, including email, phone, and web.
  2. Case Ownership: Take ownership of new cases, ensuring they are handled according to our Service Level Agreement (SLA) and customer satisfaction is maintained.
  3. Knowledge Base Management: Contribute new knowledge base articles and maintain existing ones, ensuring shared knowledge and lessons learned are available to customers.
  4. Communication: Draft and distribute technical notices for internal and external communication, prioritizing your work to accomplish the most important and urgent tasks first.
  5. Team Collaboration: Maintain regular communication and information exchange with the rest of the team, locally and remotely, identifying and suggesting opportunities to provide better service.
Requirements
  1. Education: Bachelors or equivalent four-year degree in a technical field from an accredited college or university, preferably in Computer Science, MIS, Electrical Engineering, etc.
  2. Technical Experience: Experience with Linux troubleshooting, Linux server administration, and Cloud computing concepts, including provisioning, monitoring, and orchestration.
  3. Programming Fundamentals: Strong knowledge of programming fundamentals in any language, including bash, Perl, Ruby, Javascript, C or C++, Go.
  4. Communication Skills: Strong written and verbal English communication skills, with the ability to learn quickly, thrive on change, and handle the pressure of a customer-facing job.
Additional Skills
  1. Virtualized Environments: Experience supporting virtualized environments, including KVM, Virtual Box, and VMWare.
  2. Open-Source Technologies: Experience with other open-source desktop technologies and active contribution to open-source projects/forum/code.
What We Offer

We offer a competitive base pay, fully remote working environment, personal learning and development budget, annual compensation review, recognition rewards, annual holiday leave, parental leave, employee assistance programme, and opportunity to travel to new locations to meet colleagues at 'sprints'.