This role is an opportunity for a hands-on engineer with a passion for  Linux and cloud technologies to build a career with Canonical and support the technical needs of customers leveraging  Ubuntu and open source products. If you have a passion for technology and an eagerness to learn, then you will enjoy working with some of the best people in the industry at Canonical.
The role of a  Cloud Support Associate Engineer at Canonical
• We regularly solve interesting, technical problems. From triaging complex  Cloud environment issues,  Linux kernel crashes we’ve never seen before to OS configuration issues and root cause analysis, we provide an expert level of support and satisfaction to our peer groups and customers.
• 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